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Vontier · 2 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$84K/yr - $110K/yr

5+ years exp

Vontier is a global industrial technology company focused on innovative solutions for the mobility ecosystem. The Customer Success Manager will oversee operational aspects of client accounts, ensuring service level agreements are met and working to enhance client satisfaction through effective issue resolution and operational excellence.

Customer ServiceLogisticsTransportation

Comp. & Benefits

No H1B

Responsibilities

Prioritize safety and promote awareness throughout all aspects of your work

Engage in continuous improvement efforts to enhance our services and stay at the forefront of the industry

Manage all operational aspects of client accounts, meeting contractual obligations and maintaining high standards of service and focusing on the financial growth, contract renewals, cross-sell, upsell, and P&L in the assigned territory

Facilitate the resolution of client issues and technical problems by coordinating with the technical support team, tracking progress, and ensuring timely resolution

Monitor and enforce SLAs to ensure all commitments are met

Generate regular reports for internal stakeholders, summarizing performance metrics, SLA adherence, and recommendations for improvements

Manage metrics to include but not limited to; response time, technician training, SLA's, inventory, uptime, and client satisfaction

Maintain an average response time within the agreed-upon SLA, typically measured in hours

Ensure that technicians achieve and maintain required certifications and competencies

Track and report on overall SLA adherence

Monitor and manage part inventory levels to minimize downtime. Responsibility and accountability for 99% accuracy. Monitor and manage Return Material Authorization (RMA) Program to ensure timely action and 99% accuracy

Continuously monitor and strive to achieve high system uptime, typically measured as a percentage

Measure and enhance client satisfaction through feedback and satisfaction surveys

Work in a cross functional team to negotiating new contracts, ensure financial viability, confirm service alignment, and negotiating SLA's in accordance with ANGI service capabilities

Qualification

Client Account ManagementSLA ComplianceOperational ExcellenceTechnical Issue ResolutionPerformance ReportingCommitment to ExcellenceCustomer SatisfactionCross-functional Collaboration