Fortive Corporation Customer Success Manager – Strategic Enterprise in Bonita Springs, Florida
We are looking for a skilled professional who will ensure their customers’ success with Fluke Reliability Solutions’ (FRS) eMaint computerized maintenance management software (CMMS) product offering. Our products and services are successful in part because they are very effective but also because of our commitment to providing an exceptional customer experience. The successful candidate in this role will be passionate about engaging customers to provide proactive strategic guidance and expand FDS’ business and product offering with customers.
The FRS work environment is agile where there are daily standups and constant communication within each self-managed cross functional team. The ability to communicate effectively with the Professional Services Team and Helpdesk Support Team, along with all other department leads is key to the success of the role.
Manage a portfolio of top-level “can’t lose” clients
Establish a trusted advisor relationship that works to ensure we are meeting and/or exceeding customer’s’ expectations with our product
Maintain high customer satisfaction ratings, per company standards
Prioritizing and driving resolution on escalated customer issues – You are the Quarterback
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention and growing revenue
In-depth understanding of clients and their business needs/goals, allowing you to identify and develop upsell opportunities, and preserve recurring revenue
Recommend appropriate service and pricing structure and generate proposals and contracts
Developing success plans for customers that outline their critical success and growth factors
Work successfully with all levels of the organization internally as well as external partners
Manage the orchestration of dynamic and/or mission critical projects involving multiple internal and external stakeholders over extended time periods
Lead Executive Business Reviews for entire portfolio
Schedule recurring calls with entire portfolio
Facilitate on-site client engagements on an as needed basis (travel permitting)
B.A. or B.S. degree preferred or equivalent experience required
10+ years of related experience highly desired
Comprehensive understanding of pipeline revenue, forecasted revenue, and sales cycle revenue management with the ability to meet deadlines required
Proven ability to drive continuous value of products required
Customer Success knowledge/industry best practices required
Strong problem-solving abilities required
Self-starter mentality required
Top level presentation skills required
High level of pro-activeness and accountability required
Experience utilizing metrics to make data-driven decisions required
Previous SaaS experience required
Proven track record upselling to existing customers and exceeding quota required
Proven interpersonal management skills and exceptional business acumen required
Attention to detail, strong organizational skills, and an absolute focus on quality of work required
Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive’s well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution.
Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company’s operating model is the Fortive Business System. For more information please visit:www.fortive.com.
Fluke is leading the world in creating software, test tools and technology that will support customers today and in the future. We are a customer-obsessed market leader with a strong reputation for reliability, quality and safety.
A wholly owned subsidiary of Fortive Corporation (www.fortive.com), Fluke is a global corporation headquartered in the greater Seattle area. Driven by the successful Fortive Business System, Fluke offers the passion of a startup with the resources of a Fortune 500 company. We are focused on the growth of our individual employees, teams and the Fluke brand.
"The company in which you have expressed employment interest is a subsidiary or affiliate of Fortive Corporation. The subsidiary or affiliate is referred to as a Fortive Company. Fortive Corporation and all Fortive Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-866-272-5573 or e-mail firstname.lastname@example.org to request accommodation."