Trotec Laser GmbH

Compensation

Full Description

SUMMARY: 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. 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 • 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 8pm 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 laser technology sector. • Strong understanding of laser cutting, engraving, or marking systems is highly preferred.