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Customer Success Manager

Reports to: VP of Sales & Marketing
Location: Indianapolis facility

As the voice of the company, provides proactive assistance and creative solutions that help customers to get the necessary service, equipment or parts needed. Customer Success Department works within the organization with a “can do” attitude to facilitate communication, assisting the various teams to satisfy the customer. Primary objective is cross-functional support for continuously improving customer service focus, while maintaining our company values.

Job Responsibilities

  • Lead the Customer Success Group (CSG) to ensure customer requests are handled promptly and with the highest possible level of customer service.  As the customer advocate within the business, consistently works to exceed the expectations of our customers, while balancing the company’s best interest.
  • Ensure processes and procedures are in place effectively execute the sales and administrative portions of our aftersales business (parts, repairs, service).  Coordinate with other department managers and the VP of Operations as appropriate.  Coordinate with the VP of Sales & Marketing on strategies to grow our aftersales business.  Interface with our marketing partner as appropriate.
  • Work with department managers in assisting customers to proactively resolve open issues.  Maintain recovery plan to assist unsatisfied customers.
  • Financial Management:  Working with the VP of Sales & Marketing and the VP of Finance, maintain departmental budgets.  Provide the execute team monthly, quarterly, and annual order forecasts as required.
  • Ensure continued training and development of the CSG.
  • Leading by example, proactively connect with customers, working to develop and maintain strong, productive relationships to gain trust, valuable feedback and discover unmet needs, while facilitating the growth of customer relationships within the organization.
  • Utilizing internal and external resources, improve and maintain our Microsoft Dynamics CRM.
  • Manage the team to ensure customer safety documentation is updated within the ISNetworld, Avetta, and First-Verify (among other) systems.
  • Approve biweekly time and time off requests for the team.
  • Lead weekly CSG team (EOS) meetings.
  • Additional duties as assigned.

Requirements & Qualifications

  • Post high school BS degree required.  Preferred business or technical.
  • 5 – 10 years of customer service experience, experience with a service-based business a plus.
  • Ability to multi-task between several customer situations simultaneously.
  • Consistent sense of urgency with problem solving and decision-making skills.
  • Excellent interpersonal skills are needed to work well within the entire organization, at all levels.
  • Ability to work proactively to continuously exceed customer service expectations.
  • Ability to work independently with little or no supervision as well as within a team, to accomplish desired goals.
  • Ability to understand and manage performance KPI’s that drive successful execution.
  • Excellent written and verbal communication skills.
  • Proficient at Microsoft Office, Dynamics CRM (field service).  Experience with M2M a plus.
  • Physical ability to safely perform job functions.

Behaviors & Attitudes

  • Leadership: a passion for leading people. Able to manage performance of a group and individuals.
  • Positive attitude.
  • Persistent, mentally tough.
  • Adjustability and Adaptability.
  • High degree of integrity.
  • Self-directed, strong work ethic.
  • Customer focused (internal and external).
  • Engaging of customers.
  • Ability to balance and prioritize multiple projects and priorities. Able to delegate and achieve results through people.
  • Curious.

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