The Customer Success Manager (CSM) is responsible for building customer relationships to promote customer retention and loyalty. This role will ensure customers are satisfied with the company’s products and services, provide technical support and work to resolve any customer dissatisfactions. The CSM serves as the primary point of contact for the customer and facilitates communication and collaboration across cross functional teams to ensure a smooth and positive customer experience. The CSM works with customer accounts and serves as a trusted advisor to promote credibility and future growth of the Hussmann SaaS product. The focus of the role is to ensure successful adoption of StoreConnect, to drive customer satisfaction through the execution of customer expected KPI’s, CSM also serves as point of escalation for all internal/external customer inquiries, issues, and feedback.

Role and Responsibilities

• Own the overall customer experience across StoreConnect (SC) product touchpoints post installation and for future sites. This may be achieved virtually or may require in person job site visits and customer meetings.
• Drive existing customer site growth by providing change management leadership helping customers understand how to interweave SC with their current service business. Identify opportunities to maximize SC within the customers’ service structure.
• Manage plan deliverables according to contract and customer specifications.
• In an effort to build SaaS product credibility the CSM will prepare and deliver ROI analysis, including data gathering, analysis, presentation creation, and logistical support to promote positive returns for the customers via KPI’s.
• Facilitate feedback from customers to enhance, improve, and expand the SC offering through collaboration with the Product Management and Engineering teams.

• Manage projects, by directing contact center and technician teams to drive the value proposition of SC through established change management techniques.
• Develop and maintain strong branch and technician relationships by providing highly skilled technical and management advice, Rules of Engagement and any needed assistance to enable the success of SC solutions.
• Lead new customer and service teams onboarding, to include product training, developing customer specific ROE’s (Rules of Engagement) and providing as-needed assistance to enable the success of the SC solution.

• Help drive future customer growth by meeting with prospective customers to share and promote the SC SaaS business model.

Qualifications and Education Requirements

• Bachelor's degree in relevant field or equivalent experience
• 5 years of customer success and/or account management experience
• 3+ years refrigeration knowledge and or familiarity with Hussmann products and services
• Ability to travel up to 40%
• Excellent individual and group presentation, written, and oral communication skills
• Excellent relationship building skills, with the ability to understand customer needs and collaborate with internal and external team players to create solutions to meet those needs.
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously
• Must be self-starter with ability to identify & execute business needs with minimal direction or assistance
• Familiarity with data extraction, analysis, and strategic plan execution
• Advanced Microsoft Office Suite (Outlook, Excel, Word, and PowerPoint)
• Highly engaged team player, proactively promoting innovative ideas to inspire customer loyalty and product adoption
• Proactive in cross-functional leadership and team coordination skills

The salary range of $74,035 - $142,375 is just one component of Hussmann’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience and location. This role may be eligible for discretionary bonuses and incentives. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.

Our organization offers benefits that are the best fit for you at every stage of your career:

Comprehensive Insurance Plans: Health, Dental and Vision, 401k with Company Matching Contribution, Discretionary 401k Company Contribution, Tuition Reimbursement Program, Life/Disability Insurance, Family Leave, Panasonic Employee Discounts, Paid Vacation and Holidays, Wellness Program, Identity Protection, Community Stewardship, Employee Assistance Program and more

Hussmann is a subsidiary of Panasonic USA. Finding a better way has always been the Hussmann way. Since 1906, our focus on innovation has helped food retailers succeed. We hold over a 122 U.S. patents as well as 320 international patents from more than a dozen countries. We collaborate with customers across a variety of food retail segments as we work towards fulfilling a promise for better businesses, better partners, and a better world.

Hussmann is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, marital status, pregnancy, or any other non-merit based factor.