Manager, Customer Success Mid Market
Location: Bonita Springs, FL or Remote
eMaint is a SaaS product offered within Fluke Reliability Solutions' (FRS) family of products. Our services and products are successful in part because they are extremely effective but also because of our commitment to providing an exceptional customer experience. We are looking for a skilled professional to lead a team of Customer Success Managers in optimizing client satisfaction, retention, and expansion. This role will include driving KPIs, team management, process development and sustainment, employee development, and overall accountability of revenue retention and upsell for their team.
The FRS work environment is agile; there are ongoing standups and constant communication within each self-managed cross-functional team. The ability to communicate effectively with the professional services team, training team, helpdesk support team, and all other department leaders is key to the success of the role.
Responsibilities:
Lead and manage a team of Mid Market/SMB Customer Success Managers
Directly support a modest portfolio of enterprise-level accounts
Interview, hire, and train new Customer Success Managers
Streamline processes and create best practices for the customer success team
Work to resolve escalated customer issues?and ongoing team challenges
Drive the customer success team's KPI and daily management performance
Work to optimize the customer success team's overall retention and upsell metrics
Lead the Customer Success Managers in daily pipeline management and forecast responsibilities
Support the leadership team in ongoing business requirements
Work successfully with all levels of the organization, external partners, and clients
Participate in and conduct Executive Business Reviews
Write SOP documentation and maintain the customer success documentation
Qualifications:
B.A. or B.S. degree preferred or equivalent experience
A minimum of two years in SaaS
Comprehensive understanding of pipeline management, forecasting revenue, and sales cycle management, with the ability to meet deadlines
Prior team management experience
Proven ability to drive continuous value of products
Strong knowledge of the CMMS and SaaS industry
Experience upselling to existing customers
Proven interpersonal management skills and exceptional business acumen
Attention to detail, strong organizational skills, and an absolute focus on quality of work
About Fluke:
Fluke Corporation is the world leader in the manufacture, distribution and service of electronic test tools and software. We are a dynamic market leader with sound financial health. The Fluke brand has a reputation for portability, ruggedness, safety, ease of use and rigid standards of quality. A wholly owned subsidiary of Fortive Corporation ( www.fortive.com ), Fluke is a multi-national corporation headquartered in the greater Seattle area. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused, and growth-oriented. It is driven by the phenomenally successful Fortive Business System. Working at Fluke gives you access to a robust career development process and challenging, "stretch" opportunities.
About Fortive:
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 (https://fortive.taleo.net/enterprise/akirax/flex/readOnlyFrame.jsf) .
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Fluke
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.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Pay Range
The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 132000 - 220400
The salary range for this sales position (inclusive of sales incentives/commissions in local currency) is 132000 - 220400
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
