Customer Success Manager

Overview

The Customer Success Manager will manage customer relationships against service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts.

1. Serves as point of contact for key customers and ensures those customers realize their expected value from Barco products and services.
2. Develops and implements robust processes to that provide a high-quality service experience to both external and internal customers.
3. Conducts business review meetings with key customers.  
4. Prepares related reports for management to monitor costs, revenue, or related metrics.
5. Conducts analysis administration activities and makes recommendations for increased organizational efficiency and effectiveness.
6. Handles escalation of issues from Customers, Partners or internal contacts. Organizes assistance from other parts of the organization.
7. Interfaces with Global Technology Services team, Field Services Team, Customer Success Coordination and Sales to ensure timely settlement of related issues, status updates, and timely forecasts/reporting.
8. Participates in svc related improvement projects.
9. Engages with other internal functional teams to ensure alignment on deliverables, customer requests and timelines.

Education:

• Bachelor’s degree or Technical Master, or equivalent through experience.  A master is a plus.

Experience:

• 5-7 years of experience in Customer Service environment

Travel - 10%. Dallas, TX or Duluth, GA and Canada (Toronto). 

Essential Functions

• Office Environment - Job performed in normal office environment including 6-8 hours a day of sitting, computer activities, communication skills, intermittent standing, limited lifting, physical activities or exposure to regular office conditions. 
• Ability to lift, carry, or position equipment or components (typically up to 50 lbs). 
• Travel by flight and / car. Ability to conduct on-site customer meetings, product demos or support activities. 
• Ability to walk, bend, reach, and move between office, lab, areas as needed. 
• Ability to connect, unplug, handle, or manipulate cables, small parts, or handle equipment. 
• Regular business hours apply; however, occasional overtime or adjusted work hours may be required. 
• Work may require approaching or handling prototype units, displays, system components. 
• Must comply with all environmental, health, safety, and security protocols.