at Patterson Companies, Inc. in Effingham, Illinois, United States
Job Description
Patterson isn’t just a place to work, it’s a partner that cares about your success.
One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.
Job Description:
Job Summary
The Customer Success Manager leads and manages the customer experience and onboarding of new software customers. This role will project manage the onboarding journey from post-sale through training and product Go-Live. The Customer Success Manager will be responsible for executing the onboarding plan, coordinating across internal teams and stakeholders, communicating with the customer, and achieving customer satisfaction goals and timelines deliverables. This position will report into the Manager of Customer Onboarding.
Essential Functions
To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.
+ Project manage the end-to-end customer experience and post-sales onboarding process
+ Create detailed and efficient customer project plans that outline specific tasks and tracks to defined metrics and timelines
+ Direct, facilitate, and monitor the progress of the customer’s onboarding, addressing issues and removing obstacles
+ Efficiently identify and analyze customer issues and provide solutions
+ Prepare and provide regular performance and project status reports
+ Build strong internal and cross-functional relationships to ensure customers are receiving the highest level of care
+ Gather and communicate customer feedback and insights to key stakeholders
+ Recommend process improvements to processes that result in more efficient, automated, timesaving, and scalable procedures for future onboarding
+ Achieve defined customer satisfaction, operational efficiency and onboarding timeline goals
A dditional functions
In addition to the essential functions listed above, the incumbent may perform the following additional functions.
+ Prepares accurate sales activity, forecasting and tracking reports
Job Qualifications
Required Qualifications
+ Bachelor’s Degree
+ Strong project management experience and capabilities
+ Experience supporting customers, de-escalating customer concerns, and driving customer loyalty through issue resolution
+ Prior experience in customer success or onboarding of software products, highly desired
Working Conditions
Physical Demands
+ Ability to sit or stand while operating office equipment, such as a computer or telephone for 6-8 hours per day
+ Ability to talk to customers and business partners via telephone or other technology 4-6 hours per day
+ Ability to work in an office environment either onsite or remotely
+ Operating a computer or other office device up to 8 hours per day
+ Position involves frequent communication with customers, inside staff, etc. and requires ability to understand and effectively exchange accurate information
Environmental Factors
This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.
Travel and On-call
This position requires minimal travel (10%) as necessary.
What’s In It For You: (https://https://www.pattersoncompanies.com/careers/default.aspx#section=benefits)
We provide competitive benefits, unique incentive programs and rewards for our eligible employees:
+ Full Medical, Dental, and Vision benefits and an integrated Wellness Program.
+ 401(k) Match Retirement Savings Plan.
+ Employee Stock Purchase Plan (ESPP).
+ Paid Time Off (PTO).
+ Holiday Pay & Floating Holidays.
+ Volunteer Time Off (VTO).
+ Educational Assistance Program (Tuition Reimbursement).
+ Full Paid Parental and Adoption Leave.
+ LifeWorks (Employee Assistance Program).
+ Patterson Perks Program.
The potential compensation range for this role is below. The final offer amount could exceed this range, based on various factors such as candidate location (geographical labor market), experience, and skills.
$47,100.00 – $59,500.00
EEO Statement
As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences is what strengthens us and drives our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.
We are Patterson. We welcome you.
At Patterson Companies, we live our values everyday. With more than 8,000 employees worldwide, we’re responsible for providing dentists, veterinarians, animal producers, and farmers with the support they need to keep us and our animals healthy.
An Equal Opportunity Employer
Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
