Würth IT USA · 2 days ago
IT Customer Success Manager
Lake Forest, IL
Full-time
Hybrid
Entry, Mid Level
1+ years expWürth IT USA is a company focused on providing IT solutions and services, and they are seeking an IT Customer Success Manager to bridge the gap between business partners and IT. The role involves upselling services, managing customer satisfaction, and collaborating with internal departments to meet business partners' expectations.
Information Technology & Services
Responsibilities
Act as a bridge between business partners (companies) and IT
Upselling WIT services – learn WIT infrastructure, promote solutions
Great listening skills are essential. Hear our customers’ needs
Ability to listen and offer a solution, in some cases even suggest new process
Bring all parties together to resolve issues and collaborate on business growth strategies
Act as point of escalation as necessary to address client needs
Customer Satisfaction management (Surveys, follow up emails, etc)
Travel to client sites regularly in effort to build and foster relationships with customers and expand business opportunities
Ability to work under pressure and deal with frustrated customers when necessary
Ability to de-escalate tense situations and effectively address client care concerns
Handle onboarding efforts for IT Managers
Ability to work/ communicate with top executives
Internal Collaboration: Work with internal departments to ensure the company meets business partners’ expectations by identifying key topics and requirements
Meeting Organization: Organize regular meetings with business partners and internal departments (onsite/digital)
Governance Support: Support the global governance process, ensuring business partners follow the governance process
System Role Management: Set up and maintain system roles (national Business Process Owners, testers, Change Advisory Board)
Change Process Support: Support the global change process (e.g., SAP Patch tests)
Performance Measurement: Measure key performance indicators such as scoring, Initial Response Time (IRT), and Maximum Processing Time (MPT)
CRM Oversight: Oversee the customer relationship management system once it is established
Qualification
Required
Strong verbal & interpersonal communication skills
Proven ability to interact effectively with all levels of IT professionals, and C-Suite executives
Highly-engaged, customer-focused approach to business development
Problem resolution skills: Billing, Process, Issues, Complaints
Technical proficiency with solid ability to create and present tech-related solutions to customers
Degree in (business) informatics, business administration, or a comparable IT-related/commercial field
Good understanding of software and IT processes, and the requirements of the Würth Group's business
Strong communication skills, customer-oriented, and professional demeanor
Business acumen, independent and structured working style, and willingness to provide solutions
Experience in project management and at least 1-3 years of experience in IT service and account management
Enjoy working in an international team
Company
Würth IT USA
Würth IT USA was founded in 2024.
Founded in 2024Lake Forest, Illinois, US
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase