Customer Success Program Manager

Job Responsibilities:

• Source the right discussion leaders/executives for briefings by consulting with the sales team and aligning the ideal resources for the type and level of customer visiting.
• Ensure sales properly completes our cloud-based briefing request form which informs our preparation calls, strategic agenda, and other customization and personalization activities.
• Having the right content based on individual customers is a key success factor.
• Recruit, retain, recognize, and develop new discussion leaders as needed (subject matter experts/presenters) by working with senior management, product, segment, and solutions marketing, sales management, and R&;D teams.
• Lead discussions, facilitate interactions, deliver presentations/demonstrations, and otherwise participate in briefings as needed which are often during the opening and closing “customer insights” sessions (may include learning about the customer, facilitating introductions, validating objectives, introducing discussion leaders, debriefing between topics, noting action items and recap, and closing briefing)
• Prepare facility for both in-person and virtual briefings which may include spaces preparation, digital signage, AV readiness, content management, virtual production needs, and building and leveraging relationships with external and internal vendors and partners.
• Help to ensure EBC demos and solutions content are impactful and aligned with corporate strategy through collaboration with offer leaders, strategic marketing, and other strategy-related positions.
• Manage special projects as assigned which may include strategic EBC growth initiatives, research, and/or special reports generation.
• Potential growth opportunity to learn and become a discussion leader on highly strategic topics during customer briefings on occasion in areas such as Sustainability, Services, Segments, Software, and more.

Skills:

• Customer Experience, Sales, Manufacturing

Education/Experience:

• Excellent verbal and written communication, as well as presentation skills
• Effective interpersonal skills at all levels
• Presentation, facilitation, and demonstration skills.