Description

Overall Purpose of the Job

The Customer Success Manager is accountable for increasing customer satisfaction and maximizing the value of Brooks products & services at our key customers. The Customer Success Manager is a key point of contact and trusted advisor for the customer, and is closely working with Account Managers and Program Teams leading and coordinating cross-functional teams and projects in order to ensure the success of projects and tool performance.

Your Responsibilities

You are the Customer Success Manager for region(s) or Key Customer(s)

You will champion and lead strategic product evaluations, CIP projects, and activities which solve high value problems at your customer(s). You will do this by working closely with the Project Teams (Engineering, Applications, Product Experts & Product Management) and with your local Brooks Service & Sales teams to ensure that the customer project is successful, and you will develop solutions to remove project roadblocks

You will assess project risks and risks to Customer Satisfaction and will develop risk mitigation plans

You will communicate internally and with key customers about project status, deliverables, and risks. You will keep the Brooks’ Account team updated on key customer activities and projects, and ask for support, priority & clarity as needed

You will monitor progress on Technical escalations and Quality Issues, and you will be expected to ensure that they are being resolved in a timely manner and in a way that will satisfy the customer. If they are not, you are empowered to advocate for your customer and speak up if the planned solution proposed is not acceptable

You will participate in regular Internal meetings with the Customer Success Management Team and Key Brooks Product Management Stakeholders to review account health and discuss strategies to remove roadblocks and become more successful with each account

Skills

You possess a keen sense of customer focus

You are self-motivated and able to independently manage your own time

You have strong organizational and project management capabilities, strong interpersonal and communication skills, and the ability to lead others

You possess a good resilience, you are not afraid of uncertainty but rather see the uncertainty as an opportunity. You strive for identifying ways to improve and have a drive for new solutions

Willingness and ability to travel, also overnight if required

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