Customer Success Program Manager Job at ABB OPTICAL Group
JOB RESPONSIBILITIES
Summary: The Customer Success Program Manager of ABB Data will include a broad range of tasks such as being responsible for overseeing Analyze data programs, managing the onboarding and registration of the customer/data programs, providing insights to clients on status and active locations, and possessing a strong drive for results, reporting to the Director of Data.
Essential Responsibilities include the following. Other duties and special projects may be assigned.
- Onboarding new customers for data programs and maintaining optimal onboarding process
- Ensure contracts, terms and conditions and registration has been completed
- Gather and receive customer feedback with team so the business can improve onboarding process and product
- Partner with internal Data team to execute optimal account plan for each Program customer/partner
- Support partner sales reps with triaging questions and support
- Build Frequently asked questions regarding onboarding, registration, and program details
- Report location status to internal data team and vendor admins for location status
- Program main point of contact
- Manage the operations & development of processes within partner programs for Analyze Data Programs
- Align with key stakeholders to drive innovation and build awareness within the execution of each program
- Coordinate with key stakeholders and analytics to support optimized customer experience
- Coordinate with financial partners regarding billing processes and meet organizational deadlines
- Analyze data or insights to ensure customers are utilizing program dashboards/data to improve customer experience
- Ongoing management of leads, account status, email inbox, calendar coordination and marketing materials updates
- Minimize customer churn
- Holds product demonstrations for vendor/client
- Follow up with customers to move through onboarding process
- Support login request and handles customer complaints & request
- Other duties as assigned by Senior Manager of Analyze Suite
Supervisory Responsibilities:
No, but strong cross-functional leadership is required.
Required Qualifications
- Minimum of 5 years of account management experience, preferably large accounts
- Must have strong ability to multitask and thrive with multiple moving assignments
- Experience in high volume account management
- Ability to communicate, partner and collaborate effectively with leadership and customers
- Proficient with SharePoint, MS Teams, WebEx
- General PC Applications include MS Office, Excel, PowerPoint
Desired Qualifications
- BA/BS in business or marketing related field
- 2 years of optical industry experience, including basic terminology and general knowledge
- Excellent analytical, communication, and written skills
- Ability to manage multiple priorities simultaneously
- Leadership experience in multiple functional areas
- Strong communication skills
- Problem solving abilities
- Detail oriented
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