Client Success Manager (Erlanger)

Job Title: Client Success Manager

Department: Integrated Systems Sales

Supervisor: Director of Client Success

Job Purpose:

The Client Success Mangers works within the Integrated Systems Sales group reporting directly to the Director of Client Success and indirectly to the commercial sales team to which they are assigned to assist. The Client Success Manager led by the Director of Client Success is the go-to onsite trusted advisor and consultative lead for the Client providing post go-live operational assistance, hyper-care where applicable, and functional operations and systems training. They assist clients to ensure smooth operation of their facility particularly assisting with reducing the learning curve to operate the system after start-up. They assist the commercial sales team to manage and grow relationships with Hy-Tek’s existing Client base. The Client Success Manager tracks the day-to-day performance of the systems and operations, benchmarking the actual performance against the stated design requirements, KPI’s, and ROI of the proposed solution.

The Director of Client Success assigns the Client Success Manager once a project is being proposed. This allows the Client Success Manager to begin to understand the solution, acclimate with the commercial sales team, and to begin bonding and building rapport with the Client. The Client Success Manger is responsible for leading, training, supporting, and ensuring the Client has a firm understanding of how to operate the system that has been implemented by Hy-Tek. The Client Success Manager proactively engages with Clients to identify key operational bottlenecks and/or ongoing continuous improvement initiatives at the client’s site. The Manger of Client Success provides oversight to the Client’s onsite team and engages the commercial sales team to assist with the development of new opportunities when appropriate.

Essential Duties and Responsibilities:

• Manage and grow relationships with current Clients
• Regularly visit Client sites to understand Clients’ operations; identify opportunities where the company can add value; introduce products, services, and solutions
• Respond to all inquiries from users and suppliers.
• Develop new opportunities within an account by identifying business needs, growth plans, and operational bottlenecks
• Inform and advise key decision makers by recommending integrated solutions to achieve business goals and needs
• Anticipate Client needs and proactively identify solutions to meet Client’s business objectives
• Inform Clients of material handling technology trend
• Work on multiple projects simultaneously, often with assistance from sales, engineering, project management, and client support services
• Collect data that accurately represents Client requirements
• Assist with the positioning of concepts to Clients that range from manual to fully automated solutions
• Follow up on all proposals and assist with the negotiation and closing
• Work with our post project support team ensuring after sales service and preventive maintenance plans are aligned with the Client’s needs
• Interface with the Client and internal teams, as well as Hy-Tek partners and vendors, to ensure the successful delivery of automated solutions that yield the highest level of Client satisfaction.
• Interface with Clients to understand their operational needs, driving recommendations to solve key bottlenecks pre and post go-live
• Develop an understanding of the Client’s desired solution and track the critical elements of the business case and KPI’s for all assigned projects
• Act as the onsite trusted advisor and/or consultative lead for the Client providing post go-live operational assistance, hyper-care, and functional operations and systems training
• Serve as the onsite liaison between Hy-Tek and the Client ensuring an unrivaled Client experience
• Stand-in for team members where needed and appropriate
• Educate Clients about terminology, features, and benefits of automated solutions
• Drive the collection of data and operating KPI’s and metrics for benchmarking
• Assist and educate the Client on the day-to-day operation of the implemented system
• Analyze data and the correlations to the desired results and report out to the broader team
• Establish timelines that meet Client expectations by communicating and level setting both Hy-Tek and the Client’s teams
• Provide insights and recommendations for supplier/vendor quarterly business reviews
• Ensure continual Client satisfaction by identifying and resolving Client concerns in a timely manner
• Act as a key contributor during all stages of the proposal phase
• Assist the commercial sales team to identify and position solutions that resolve operation challenges
• Assist in presenting solution-based designs to the Client to win the business
• Organize and assist the team in budgeting concepts, firm pricing, and final designs for proposed solutions identified through continuous improvement initiatives
• Effectively present solution-based designs to the Client
• Present a professional image to Clients and vendors
• Perform other duties as may be assigned

Knowledge, Skills and Abilities Preferred:

• Bachelor’s degree in engineering, supply chain, or related field is preferred.
• 5 + years’ experience in distribution operations, consulting, and/or the material handling industry
• Industry knowledge related to engineering, supply chain, consulting, DC operations, and logistics
• Knowledgeable in traditional and new technologies in the material handling industry, and how software can be utilized for these technologies to communicate seamlessly
• Knowledge of solution-based systems with ROI requirements
• Creative, self-motivated, individual who enjoys working in team settings with a focus on integrated solutions
• Ability to understand solution-based designs as they relate to operational processes
• A strong desire to encourage the use of new technologies with the ability to explain benefits to Clients to solve their challenges
• Demonstrated ability to work with Clients, face-to-face and effective phone skills.
• Proficient understanding of software infrastructure supporting order fulfillment environments.
• Ability to learn, adopt, and design new, innovative technologies including mobile robotics, goods-to-person, robotic sortation, and industrial robotics.
• Possess a Client first mentality to solve challenges.
• Well-developed verbal / interpersonal skills with strong organizational, problem solving, judgement making, and time management skills.
• Ability to handle several tasks simultaneously and comfortably in a fast-paced environment.
• Proficiency in Microsoft Office applications (Project, Visio) and Autodesk Products (AutoCAD, Inventor, Etc.).
• Ability to work without direct supervision with a high degree of responsibility.

Working Conditions:

• Ability to travel up to 50% or as needed with fluctuation in intensity based on project needs
• Willingness to work extended hours to support ongoing distribution operations
• Working in office, warehouse, and manufacturing facilities.
• Working in a stationary position for an extended period.
• Moving or traversing for an extended period.
• Occasional ascending and descending scaffolding and/or mezzanines.
• Operating computers for an extended period.
• Possible exposure to noise levels exceeding recommended DBA levels.

***Job requirements listed indicate the minimum level of knowledge, skills, and/or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodation. ***