Customer Services Manager

Overview The Customer Success Manager will manage customer relationships against service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts.

• Serves as point of contact for key customers and ensures those customers realize their expected value from Barco products and services.
• Develops and implements robust processes to that provide a high-quality service experience to both external and internal customers.
• Conducts business review meetings with key customers.
• Prepares related reports for management to monitor costs, revenue, or related metrics.
• Conducts analysis administration activities and makes recommendations for increased organizational efficiency and effectiveness.
• Handles escalation of issues from Customers, Partners or internal contacts. Organizes assistance from other parts of the organization.
• Interfaces with Global Technology Services team, Field Services Team, Customer Success Coordination and Sales to ensure timely settlement of related issues, status updates, and timely forecasts/reporting.
• Participates in svc related improvement projects.
• Engages with other internal functional teams to ensure alignment on deliverables, customer requests and timelines.

Education

• Bachelor’s degree or Technical Master, or equivalent through experience. A master is a plus.

Experience

• 5-7 years of experience in Customer Service environment

Travel - 10%. Dallas, TX or Duluth, GA and Canada (Toronto).

Essential Functions

• Office Environment - Job performed in normal office environment including 6-8 hours a day of sitting, computer activities, communication skills, intermittent standing, limited lifting, physical activities or exposure to regular office conditions.
• Ability to lift, carry, or position equipment or components (typically up to 50 lbs).
• Travel by flight and / car. Ability to conduct on-site customer meetings, product demos or support activities.
• Ability to walk, bend, reach, and move between office, lab, areas as needed.
• Ability to connect, unplug, handle, or manipulate cables, small parts, or handle equipment.
• Regular business hours apply; however, occasional overtime or adjusted work hours may be required.
• Work may require approaching or handling prototype units, displays, system components.
• Must comply with all environmental, health, safety, and security protocols.