OsoiteAbout the Job
The Customer Success Manager (CSM) will assume control of an existing UK based major account where we deliver excellent test equipment calibration, repair and asset management services. Through continuous interactions and relationship management, the CSM collects, analyses and uses data to ensure a successful customer experience. Monitoring achievement levels against contractually established Key Performance Indicators (KPI´s) and adherence to Service Level Agreements (SLA´s), the CSM ensures the customer is fully engaged and maximizing their expected value.
The ultimate goal of the CSM is to ensure Keysight’s services solution translates into realized value by the customer, and results in increased contract renewal rates and business expansion opportunities.
Remote based but may need to travel up to 25% to UK based customer sites and/or Keysight offices.
About the Team
The CSM will be part of the Keysight Global Services Organization reporting directly to the UK General Manager as part of a diverse team of individual contributors. You will coordinate with various internal teams as required to ensure successful outcomes.
Responsibilities
• Be the single point of contact providing timely support to customer issues through multiple communication channels.
• Track & monitor customer account status and identify areas of for improvement.
• Source transactional and delivery activity data from the appropriate databases, analyse and prepare performance dashboards linked to KPI´s
• Host regular internal stakeholder reviews, reviewing solution delivery performance in accordance with the established KPI´s & SLA´s
• Where necessary, conduct comprehensive root-cause analysis and develop mitigation plans
• Identify and seize cross- and up-sell opportunities for new services
• Be an expert relationship builder and dynamic communicator with a track record of successfully building rapport with customers from executives to individual contributors
• Be disarming and resourceful and have a passion for solving tough issues
• Be able to develop a deep understanding of current and evolving customer requirements and translate them into solutions
• Be a collaborator who can quickly identify and mobilize the correct internal resources and work closely with them to ensure customer needs are addressed quickly and completely
• Be highly organized, with the ability and experience to manage projects, processes and people effectively
• Possess strong problem-solving and trouble shooting skills with the ability to make swift, sound judgments, offering solutions to customers
• Be able to multi-task in an extremely fast paced, energetic and dynamic environment
• Be a team player that thrives in a multi-tasking environment and can adjust priorities on-the-fly
Required Qualifications
• Bachelor of Science in Business, Electrical Engineering, or related technical discipline
• At least 5 years of experience in customer account management or similar customer service role
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills
• Experience managing big data analytics, data & trend analysis, and financial analysis
• High degree of proficiency in the MS office suite, particularly Excel & Power Point
• Able & willing to travel periodically as the job requires
• Ethical, fair and of high integrity
Nice to have Qualifications
• Technical or high level understanding of multiple customer industries, products and environments such as Aerospace/Defense, Wireless Manufacturing, Semi-conductor, IoT, etc.
What we offer
- A place within an exciting company! At Keysight we work with our visionary, market-leading, and highly innovative customers to develop breakthroughs that connect and secure the world.
- Pension Plan
- Private Medical Insurance
- Company car
- Employee Assistance Program: Guidance is available on dealing with stressful personal or domestic issues
- Flexible Working Hours: Allows you to adjust your work schedule to fit in with your personal life.
