Customer Success Manager

Trotec Laser is seeking a Customer Success Manager in the Chicago, IL metropolitan area. This position is a remote role but may be required to attend meetings and training. This position reports to the Head of Growth for North America. This position is a sales position and will require travel up to 70% visiting customers.

WHO ARE WE?

TROTEC LASER is a leading international provider of advanced, high-speed laser equipment for cutting, engraving, and industrial marking. With the broadest product line on the market, Trotec systems are used to cut, engrave or mark a wide range of materials including wood, paper, metal, acrylic, leather, stone, plastics, and more. The company's extensive line of quality laser systems, coupled with its unmatched service and support offerings, have made Trotec one of the industry's leading resources for computer controlled engraving equipment and marking systems. Trotec highly values innovation and R&D; in fact, over a decade ago Trotec developed the world's first laser system that combines CO2 and fiber laser technology in one machine.

LEARN MORE ABOUT WHO WE ARE AT @www.youtube.com/@TrotecLaserEngraving and Website www.troteclaser.com

ABOUT THE ROLE:

The Customer Success Manager (CSM) will be responsible for proactively improving the customer experience by managing existing customer accounts, partnering with the customer team to increase customer satisfaction, hitting visits, orders, and sales quota with existing customers, and representing our laser machines, laser materials, and laser service solutions to a broad range of industries. This is a field-based position where the CSM will be expected to be at customer locations multiple times daily.

COMPENSATION - $70K annual plus commission equivalent to approximately 20% of base, first 6 months guaranteed bonus. You will use your personal vehicle but will receive an auto allowance monthly and mileage reimbursement. All travel expenses will be company paid.ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other duties may be assigned)

• Manage and grow existing accounts by providing exceptional customer service and support; collaboratively work with local Regional Sales Person if one exists
• Perform machine installations for new and existing customers
• Analyze and segment existing customers to focus the right efforts on the right customers
• Schedule and travel to customer locations for regular check-in's and onsite visits to strengthen customer engagement and align with customer needs and project timelines
• Conduct in-person and virtual sales presentations, product demonstrations, and client consultations.
• Negotiate pricing, prepare proposals, and close sales contracts.
•  Maintain accurate records of customer interactions and sales activity using Salesforce CRM software; daily updates of the Salesforce CRM software are mandatory by 8 pm local time.
• Attend trade shows, industry events, and client visits as required.
• Clearly communicate with customers to ensure proper expectations regarding lead times
• Communicate and proactively collaborate with rev ops team on customer order status
• Provide expert level support including application assistance and operational guidance.
• Assist in an educational event on a quarterly basis, or more frequently if conditions require.

OTHER SKILLS AND ABILITIES:

• Exceptional communication, negotiation, and interpersonal skills.
• Self-starter with a strong sense of initiative and drive to exceed targets.
• Proficiency with Salesforce CRM tools and Microsoft Office Suite.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience).
• 10+ years of sales experience in the industrial machinery or 5 years of sales experience in the laser technology sector.
• 5 years of sales experience in the laser or adjacent industry
• Strong understanding of laser cutting, engraving, or marking systems is highly preferred.
• Strong background in industrial machineryTRAVEL - 70% to call on customers and to attend trade shows and training

HOW YOU WILL MANAGE WORK AND TIME:

• The majority of time will be spent meeting with customers and trips may be same day visits or 2-4 day visits to maximize the customer experience.
• You will allocate about one hour per day for CRM updates.
• Periodic office days will be schedule by you dedicated to:
•  Scheduling appointments
• Following up on open sales opportunities
• Providing customer service related to technical support
• Conducting product demonstrations
• Assisting Regional Sales Partners (RSPs) in developing new business opportunities