Regional Customer Success Manager - NA

Position Description

Job Summary

***This is a remote position based in the Midwest, USA.***

If you want to reshape the world and discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers.

We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

The Customer Success Manager (CSM) role is an essential role that directly influences customers to grow existing business and consider Saint-Gobain for new business opportunities with every customer interaction, word choice, phone call, document and email leaving an experience in the customer’s mind that directly influences supplier scorecards, net promoter scores (NPS) and customer business decisions with continuing their relationship or exiting it especially in how this role handles adversity. The CSM will take the time to understand the customers’ needs, expectations and scorecards tailing his / her offering to the client’s circumstances, never relying on a generic 'one size fits all' solution approach paying special attention to uncovering the client’s problems then providing a consultative solution to delight the customer each time there is an interaction. The CSM must have in-depth knowledge of our manufacturing sites, teams and processes with the ability to translate this into customer success with each interaction. Building trust and relationships with the most influential decision makers across all existing business functions including key executive stakeholders is essential as delighting the customer secures business growth. The CSM will be responsible for tasks associated with the existing business process from first purchase order to obsolescence including supply agreement negotiation. This position will work closely together with our internal cross-functional teams and will work very closely with the customer success teams across multiple sites. This position will work closely together with our internal cross-functional teams and will work very closely with the Business Development team.


Required Qualifications

Education

• Bachelor's degree in Management, Marketing, Technical, Engineering, Administration or other Business Related Degree required

Work Experience

• 5+ years of sales, key account management or customer service experience (preferably in a manufacturing or technical environment) required

• 5+ years of multi-site, multi-region or global management role with a demonstrated ability to influence remotely across multiple sites, regions, and/or countries required

• 5+ years of supervising, managing or leading a team with a demonstrated ability to coach, mentor or lead by example a small team preferred

Practical/Technical Skills

• Strong interpersonal skills with an ability to consistently empathize with internal and external customers

• Proficient in Microsoft Office Suite (Excel, Word, Outlook)

• Process working knowledge of production operations

• Experience with a manufacturing environment involving molding, extrusion, packaging, and/or assembly

• Capable of reading and understanding blueprints and part drawings

• Experience with Customer Relationship Management Software (Salesforce.com experience is a plus)

• Experience with any Enterprise Resource Planning (ERP) Software (Experience with QAD is a plus)

• Familiarity with the regulated industry

• Ability to adapt to change in a fast-paced environment

Leadership Skills

• Ability to exert influence within the manufacture site in a collaborative and positive manner

• Ability to balance customer and Saint-Gobain needs to make decisions that take both perspectives into consideration

• Work is performed independently with general instructions on new assignments; role is a self-starter

• Independently analyzes work demands and sets appropriate work priorities and timelines for him or herself and a team

• Recommends and drives continuous improvement ideas to improve the customer experience

• Drives self-development

Communicating and Influencing Skills

• Fluent in English, both spoken and written (another major language is a plus)

• Ability to work in cross-functional teams

• Customer and relationship focused

• Ability to negotiate contracts

• Demonstrate superb communication, organization, presentation and time management skills and are able to effectively handle a number of diverse and complex problems at the same time

• Use the LAST model. Listen, Apologize (for how we made them feel - use caution in using language that accepts liability), Solve, and Thank. A great customer success manager will actively listen to the customer, genuinely apologize for what they're going through, solve the problem, and thank them for their patronage. This is one of the best models to show empathy while fixing an issue.

Problem Solving

• High level of ingenuity and creativity to solve technical and commercial issues to manage escalation for accounts assigned; first stop for issue escalation

• Should have an ability to drive and adapt to change in the dynamic environment with increasing expectations of how to delight customers

 

• A valid driver's license is required


Company Summary

Saint-Gobain’s innovations touch almost every major industry around the world. Within its Life Sciences division, teams are solving critical problems for customers who are getting life-saving medical devices to the frontlines of healthcare, discovering essential medications, and nourishing and connecting the world through consumer, industrial and electronics applications. As one of the world’s leading producers of high-performance polymer products, we improve lives by making simple experiences better and being there in life’s critical moments.

Our team members recognize that we all create the environment for people to succeed, with a culture built on respect, open and honest communication, and honoring our commitments to our customers and each other. And at the heart of our culture, we’ve learned working together makes good ideas, great ones.

With a legacy dating back more than 350 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths.

Every team member is encouraged to develop and leverage their unique expertise and strengths to make the greatest impact on the company and our end users. At Saint-Gobain, you’re empowered and equipped with countless opportunities and resources for professional development. You will find the support you need to create a vision and roadmap for your career, and make that vision a reality.

Invent yourself at Saint-Gobain Life Sciences; and together, we’ll create a better life.


Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

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Regional Customer Success Manager - NA

Location: Solon, Ohio

Posting Date: 01/05/2022

Job Code: USA00609

Map See yourself here Top employer, global, 2018
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