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Customer Success Manager

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

 

This position can be located anywhere in Continental USA. 

 

PURPOSE/SCOPE: 

  • Work strategically with Tennant’s robotics customers to drive adoption and help them realize the full value of their Tennant products and the Tennant ecosystem
  • Provide a best in class customer experience to ensure customer expansion, retention, and growth
  • Enable sales representatives to efficiently and effectively support customers of advanced Tennant product lines in the field
  • Collaborate with Field Operations, Sales, Strategic Accounts, Field Service, Distribution, and Marketing leadership to advocate for customers’ needs and ensure Customer Success priorities are aligned and prioritized

 

GENERAL RESPONISIBILITIES: 

  • Work closely with customers, and in collaboration with sales representatives - primarily by phone, email, and video conference - to drive adoption of Tennant products and consult on productivity best practices
  • Work cross-functionally to efficiently address customer concerns and help maintain highest level of customer satisfaction to ensure customer retention
  • Ensure sales representatives are equipped with appropriate resources and training to meet their customers’ needs; gather feedback from the field for continual improvement of sales resources and processes
  • Drive insights through analytics (Excel, PowerBI), utilizing telemetry data to monitor customer productivity and identify potential obstacles to adoption and opportunities for improvement
  • Execute on initiatives and programs designed to increase levels of customer retention and satisfaction, service excellence, and optimizing business processes and operations
  • Manage multiple accounts and support a large field sales and service org. simultaneously while prioritizing various projects and interests appropriately
  • Document and update relevant customer data in CRM and other internal databases
  • If/when travel can be done safely, some travel may be needed for customer site visits, business reviews with customers, and sales support
     

REQUIRED EXPERIENCE & EDUCATION:

  • Bachelor's degree required
  • 3-5 years of overall business experience, to include:
  • Minimum of 2+ years of experience in customer-facing support or sales
  • Previous experience in robotics and/or IoT preferred
  • Proficient in Microsoft Office, especially Excel and PowerPoint
  • Strong communication, organizational, and time management skills
  • Strong problem-solving capabilities, strong sense of responsibility and self-motivation, and ability to work in a team environment

 


Nearest Major Market: Minneapolis

Job Segment: Field Sales, Manager, Marketing Manager, Sales Support, Customer Service, Sales, Management, Marketing

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