Field Service Operations Manager

Service & Customer Success Manager

Jorgensen is expanding its customer service team and is seeking an experienced and highly skilled hands-on Service & Customer Success Manager to join our senior leadership team. This pivotal role is essential to ensuring that our customers receive exceptional service, fostering long-term relationships, and driving customer relationships and satisfaction across all touchpoints.

As the Service & Customer Success Manager, you will have the responsibility to build, launch, and scale Jorgensen's Lifecycle Support & Customer Success organization from the ground up. You will be instrumental in shaping the future of customer success at Jorgensen, from designing the team structure and processes to optimizing performance metrics and ensuring an extraordinary customer journey. This role requires a hands-on leader who will establish the foundation for a high-performing, customer-centric department that aligns with our business goals. Additionally, you will work to implement proactive customer support and services that not only resolve issues but put our customers first by advancing customer performance, increasing efficiency, and delivering long-term value.

Key Responsibilities:

• Build and Lead the Customer Success Organization: Establish and grow the customer success team, defining roles, responsibilities, and workflows. Build a scalable, customer-first department with the right people, processes, and strategies in place to support Jorgensen's long-term growth.
• Service and Support Portfolio: Define the service and support offerings to include break-fix, parts, rebuilds, installations, contract services, etc.
• Organizational Economics: Set pricing, margin targets, and service policies
• Proactive Customer Support and Service: Develop and implement proactive customer success strategies designed to anticipate customer needs, address potential challenges before they arise, and help customers enhance their overall performance and operational efficiency.
• Customer Relationship Management: Actively drive customer success outcomes by engaging in high-level customer discussions and providing guidance for best practices. Ensure the team is aligned with key customer goals and expectations to deliver value consistently.
• Customer Journey Optimization: Develop and implement a data-driven, optimized model of the customer journey. Align internal stakeholders to ensure cross-functional coordination and ensure data accuracy (data hygiene) in collaboration with the CS Ops specialists.
• Performance Metrics and KPIs: Define key performance indicators (KPIs) and health scores for customer accounts, the team, and overall business success. Establish and track metrics to ensure continuous improvement and alignment with business objectives.
• Customer Retention and Growth: Lead efforts to increase product adoption, improve customer retention, and enhance customer satisfaction. Work proactively to reduce churn while driving actionable strategies for customer success.
• Cross-functional Collaboration: Collaborate closely with the sales and marketing teams to develop and optimize upsell and cross-sell strategies that enhance return on investment (ROI) and support customer success.
• Compensation and Performance Management: Develop and implement performance-based compensation plans to drive productivity and align team goals with business objectives. Recognize and reward team achievements related to customer success and business growth.
• Internal Relationship Management: Foster strong relationships across the Jorgensen team, promoting collaboration and support for customer success initiatives, ensuring that all internal teams are aligned on customer goals and outcomes.

Skills and Competencies:

• Proven Leadership Experience: Minimum 5 years of experience leading customer success teams, with a track record of building and scaling organizations to achieve performance goals and drive revenue growth.
• Educational Background: A bachelor's degree is preferred, with a technical degree or customer success-related certifications being a plus. However, hands-on experience in the field will be considered a stronger asset than formal education.
• Exceptional Communication Skills: Strong verbal and written communication skills with the ability to engage with C-level executives and stakeholders. Skilled in negotiating, influencing, and moving customer relationships forward.
• Business Acumen: Solid understanding of business development, growth strategies, and how to scale customer success to drive business results.
• Analytical Mindset: Expertise in data analysis, setting actionable KPIs, and tracking performance. Strong problem-solving skills and the ability to make data-driven decisions.
• Strategic and Operational Excellence: Demonstrated ability to create and implement strategic plans, operational guidelines, and measurable objectives that drive business growth and customer satisfaction.

Additional Desired Qualities:

• Passion for customer success and continuous improvement.
• Ability to thrive in a fast-paced, evolving environment.
• Hands-on and detail-oriented with the ability to see the big picture.
• Experience in the machine tool industry is preferred but not required