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| Summary Statement of Responsibilities: |
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Will lead and manage a team of Customer Success Managers, along with directly supporting some of Tooling U's largest and most strategic customers. Responsible for developing and implementing best practices and capabilities to customers and driving greater business value.
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| Major Functions: |
- Lead a team of CSM's and actively participate in CSM duties.
- Develop best practices of Tooling U implementations and post sales support.
- Develop a trusted advisor relationship with customer executive sponsors such that all Tooling U activities are closely aligned with the customer's business case and strategy, allowing the full potential of their Toolingu.com solution to be achieved.
- Serve as a Toolingu.com coach and trusted advisor to large and strategic Tooling U customers.
- Establish and participate in project steering committee meetings; propose creative viable solutions to the executive sponsors such that critical success issues are addressed on a pro-active basis.
- Establish a Project Management Office (PMO) that can track all implementation and post-implementation adoption activities such that the overall success of the customer's Tooling U initiative can be closely monitored including visibility to the executive sponsors.
- Establish and oversee the customer's Tooling U phased roll-out.
- Serve as a customer advocate in driving industry best practices and the evolution of Tooling U product and platform functionality integral to the customer's success.
- Identify and grow opportunities and collaborate with corporate sales team to ensure growth attainment.
- Possess a comprehensive understanding of the Tooling U products and services.
- Understand customer requirements, level of adoption of the Tooling U service and assess the risk in renewing the current contract.
- Disseminate application and business best practices.
- Other duties as assigned.
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| Minimum Education, Skills, and Experience Requirements: |
- Bachelor's degree in business or related required.
- Seven to ten years relevant work experience.
- Experience in the high-tech vertical.
- Experience in software as a service (SAAS).
- Manufacturing experience a plus but not required.
- Proven effectiveness at leading and facilitating executive workshops.
- Proven experience in managing large, complex, global project implementations.
- Excellent written and oral communication skills.
- Possess strong presentation skills and credibility with C-level executives.
- Strong ability to mentor staff.
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| Working conditions: |
- Standard office environment.
- Some travel required.
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| Contact Information: |
Please send your cover letter and resume to:
Attn: Katie Borgula
Manager, Human Resources
E-mail: hr@sme.org
Only those applicants meeting specific criteria will be contacted.
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