At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.
The Customer Success Managerrole is responsible for proactively driving all customer Commercial activities related to sustaining business to ensure customers receive maximum value and enhanced customer experiencefrom TE for assignedregion and/or specific customersThis role thoroughly understands & manages customer lifecycle with a deep understanding of Buyer / Customer needs and overall objective is to ensure protection of & growth of sustaining business.
Focus on sustaining business security ensuring specialized relationship management & driving high level & consistent EETC (Extraordinary Experiences for Targeted Customers) Service levels across the Medical Business Unit.
Develop & maintain key business relationships with higher level Customer Sourcing and Procurement representatives & leaders to drive customer success, experience & protection of sustaining business.
Build and maintain strong working relationships with internal colleagues in Sales, Marketing, Product Management, Customer Care, & Operations, to cultivate cooperation in customer focus and delivering EETE (Extraordinary Experiences for TE).
Act as an advocate between customers and business functions e.g. Product Management / Operations, Customer Care to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s supply & service.
Manage escalations ensuring ownership & accountability including but not limited to meeting stated commitments, managing customer expectations, tracking recoveries to close out, ensuring visibility & operations alignment in management of customer inventories to support sustaining business protection & growth.
Conduct regular Monthly Forecast demand reviews with customer to ensure alignment on customer requirements and clarity for SIOP Demand review process.
Manage customer product lifecycle management, ensuring market intelligence and insight regarding EOL planning, or transition to next generation pipeline in conjunction with Tech Sales lead & Product Management.
Manage & lead customer communications in relation to major change projects such as qualifications for transitioning to new equipment, Capacity improvement projects, Tooling replacement projects, Process improvement/VAVE projects, & large-scale product changes e.g. Coating change project.
Coordinate & conduct formal business reviews in the form of MBR’s/QBR’s/ABR’s preparations to drive high level customer engagement ensuring best practice applied and consistent business review process executed. Drive internal inputs business review process & follow up actions to closure.
Collaborate with Commercial teams to ensure coordinated approach on key large multi-sites connected programs, across internal PBU’s & external customer sites.
Support & encourage Face to Face customer Engagement as part of overall customer experience as well as hosting customer site visits, trade shows, support Tech Days in conjunction with Sales team
Skills
Ability to communicate effectively at all levels of organization, including senior management and technical personnel
Ability to work within a fast-paced and dynamic environment
Ability to multitask and self-direct
Proven customer service skills
Demonstrated strong communication skills
Demonstrated proficiency with Microsoft Office and relevant SFA tools & systems e.g. Salesforce, Mediafly, PowerBI etc.
Strong SAP experience
Ability to manage and coordinate escalations
Behaviours
Collaborative
Customer-centric orientation
Solution & Goal oriented
Cross-functional leader
Strong decisionmaker
Desire to design and improve processes
Comfortable working under tight deadlines
Able to solve problems and meet goals in creative ways — sometimes with limited resources
Able to identify and leverage resources outside direct reporting structure
Comfortable working with senior leaders
Qualifications:
7-10 years of frontline account management or related experience
Real world experience with Medical Device OEMs a plus
Bachelor’s degree preferred
TE Connectivity plc (NYSE: TEL) is a global industrial technology leader creating a safer, sustainable, productive and connected future. As a trusted innovation partner, our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, energy networks, automated factories, data centers enabling artificial intelligence and more. Our more than 90,000 employees, including 10,000 engineers, work alongside customers in approximately 130 countries. In a world that is racing ahead, TE ensures that EVERY CONNECTION COUNTS.
