Customer Success Manager

Summary:

The Customer Success Manager is responsible for overseeing the entire order process and after-sales support activities to ensure accuracy, efficiency, and exceptional customer satisfaction. This role focuses on maximizing customer lifetime value through parts, service, upgrades, and support, while driving revenue growth in the spare parts business with defined sales targets.  

Essential Duties and Responsibilities:

• Drive growth of spare parts revenue by setting and executing annual and quarterly targets, developing aligned strategies and programs that support overall business objectives. 
• Coordinate parts availability, pricing, fulfillment, and logistics.
• Develop and manage aftermarket initiatives—including cross-sell/upsell programs, service contracts, upgrades, and extended warranties—while driving spare parts revenue growth through aligned strategies, pricing optimization, and performance targets. 
• Continuously improve order-to-cash processes and implement standard operating procedures (SOPs) for efficiency and accuracy. 
• Work closely with cross-functional teams, to ensure seamless order fulfillment, strengthen customer relationships, and enhance overall aftermarket performance. 
• Review and validate customer orders for accuracy and completeness, resolving any discrepancies or issues that may arise.
• Handle escalated customer issues, ensuring timely and satisfactory resolutions.
• Maintain accurate and up-to-date records of customer orders, ensuring compliance with company policies and procedures.
• Conduct detailed analysis of market trends and competitor pricing strategies to identify opportunities for pricing optimization and profitability improvement.
• Prepare and present pricing proposals to senior management, providing insights and recommendations on pricing decisions.
• Collaborate with commercial leaders to implement spare parts growth strategies for their accounts.
• Develop and maintain policies, processes, and performance metrics, including KPIs, to ensure efficient order management, after-sales support, and targeted activities that drive spare part sales.
• Lead, coach, and develop a team of customer service representatives to ensure high performance and engagement.
• Perform additional duties as needed and assigned to support overall business objectives. 

Minimum Qualifications - Education/Experience:

• Bachelor’s Degree in Business Administration or related field preferred.
• Must have a minimum of 6 years of experience in a customer service supervisor role, preferably in the manufacturing industry.
• Proven track record of successfully managing a team and driving customer service excellence.
• Strong leadership and people management skills.
• Ability to analyze data and make data-driven decisions.
• Excellent problem-solving and conflict resolution abilities.
• Prior experience navigating through Enterprise Resource Planning (ERP), IFS a plus.
• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook).
• Must have excellent communication skills because of daily contact with internal employees and customers.
• Must be able to pass a background check, drug test and a reference check.

Physical Demands:

• Required to have eye/hand/foot coordination, sit, type, occasionally, stand, walk, lift, carry, kneel, reach, and grasp.
• Ability to lift and/or move up to 20 pounds.
• This position works in a typical office, manufacturing, and lab environment.
• Clarity of vision including the ability to appropriately differentiate colors.
• Ability to hear, understand, and distinguish speech and other sounds.

FBD is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. All employment decisions are made based on qualifications, merit, and business need.