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Customer Success Relationship Manager (Technical Support Back-up)

Position preferably based in Eindhoven, The Netherlands – working hours align to UK time zone.

The Customer Success Relationship Manager (CSRM) role is central to achieving outstanding customer satisfaction. This role oversees the customer's experience after the sale, providing proactive support to customers and the sales team to help grow our service relationships. The CSRM actively works to resolve customer issues and partners with all Industrial Scientific teams to ensure customer happiness.

This CSRM position primarily focuses on the UK and Nordic countries, in addition to other non-French-speaking countries in Europe.

As a recognized expert, the CSRM brings creativity and a high level of responsibility to the role.

Additionally, the CSRM supports the Technical Support Team, dedicating around 30% of their time to technical assistance and partner engagement as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Act as point of contact for assigned customer accounts and/or sales team members

• Proactively initiate and manage the post-sale relationship with customers to ensure a positive experience and successful ongoing partnership

• Partner with the Sales team; understand and continuously learn about the customer’s objectives for choosing iNet and engage with customers as their single point of contact on products and services provided by Industrial Scientific

• Enable cross-selling and up-selling by working with sales team and providing advice and guidance as the subject matter expert to ensure successful ongoing usage and adoption of new Industrial Scientific products and services

• Monitor Customer account health; proactively identify opportunities for improvement for both the customer and ISC and deliver suggestions and path forward during reoccurring Account Health reviews

• Monitor customer KPIs (shared with Sales Mgr.)

• Develop an action tracker and review tracker during reoccurring account health checks

• Once an objective has been achieved, another customer objective will be created and added to the tracker. Goals are:

• Tracker should include documenting long-term value in cost savings because of meeting and/or exceeding the customer’s objectives

• Introduce potential cost savings through iNet enhancements such as Auto Replenishment +, right-sizing of cylinders, etc.

• Exercise extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software, hardware, systems and applications

• Demonstrate success in solving for the root cause and identifying ways to prevent reoccurrence

• Travel to customer sites as needed to resolve issues

• Engage with other technical support team members to suggest improvements in best practices, streamlining, and customer communication. Engage with other ISC teams to identify and problem solve customer issues

• Engage with Product Management as the customer advocate on product roadmap discussions. Provide customer feedback to help identify potential new features or products.

• Report on product performance, collaborating with Product Performance Engineering team, and identify trends and to help identify solutions to improve reliability and reduce support costs.

• Provide input into Customer Defect Tracking & Resolution process to identify and support prioritization of customer issues

• May be directed from time to time by the manager to carry out other duties and responsibilities commensurate with their grade, knowledge and experience

QUALIFICATIONS REQUIRED (Non-Negotiable):

• Proven work experience demonstrating ability to work independently with complete ownership of customer accounts

• Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences

• Ability to effectively engage in high level, self-directed time management and prioritization of workload

• Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment

• Excellent technical analytical & problem-solving skills, combined with the ability to provide quick resolution to problems

• Ability to work independently to develop new skills as needed to support new products and applications

• Ability to work in a fast-paced team environment

• After immersion -Thorough understanding of all Industrial Scientific products, applications, and service offerings

• Knowledge of bug and defect tracking

• 5 years of related Customer Success experience

• Bachelor’s Degree or equivalent work experience

• Willingness to travel based on customer and business need

• Fluent in English, written and spoken

• Comfortable working as a remote team member

QUALIFICATIONS PREFERRED:

• Education: Master’s Degree or equivalent work experience

• Project management experience

• Fluent in other European Language(s), written and spoken

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.

We are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.