Customer Success Manager (Ref: 971939)
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Reference: 971939 | Status: Accepting applications

Category: Business Development

Location: MTC Coventry

Salary: £35,000 - £45,000 DOE

Type: Permanent

Published date: Thursday 29 February 2024

Closing date: Thursday 30 May 2024

Customer Success Manager

We are looking for a Customer Success Manager to join our Business Development Team based in Coventry.

Reporting to the Head of Sales operations, the Sales Operations team is tasked with acquiring, managing, and growing our customer relationships whilst maximising margins. This key role will work proactively to provide support services to customers with a focus on maximising sales operations effectiveness and customer experience.

Duties and Responsibilities

  • The role will foster and cultivate client relationships to help The MTC develop even greater levels of customer intimacy.
  • Liaising, influencing and working alongside the Marketing team around specific events, collateral required for Sales, Bids, or other customer related events.
  • Support the collations and production of customer and business specific presentation / Case Studies to ensure this is to the required standard.
  • Ensuring relevant business information / Sales reports are produced and shared when necessary.
  • Working closely with Business Development and Bid managements teams on Bid content / people coordination so we can maintain service excellence through our standard of content and delivery.
  • Support the research and quoting of sales opportunities, using all available resources to satisfy customer requirements, while maintaining the most advantageous profit margin.
  • Supporting the BD team to providing solutions that meet both customer requirements and the best commercial terms for MTC.
  • Assist with deal registration and negotiation of pricing.
  • Providing administration support towards Bid Management as and when necessary.
  • Assisting with all aspects of the sales process from identifying sales opportunities through to post-order support.
  • Upselling additional offerings at all available opportunities as requirement i.e., service offerings, supplies and warranties.
  • Accurately execute and manage customer orders, ensuring successful delivery within customer expectations.
  • Membership pass / application coordination.
  • Ensuring timely updates of customer portals with the required information.
  • Following up with Legal on NDA / Contract to ensure relevant actions are closed off in line with agreements.

Person Specification

We are looking for a candidate who:

  • Must have excellent interpersonal skills and be able to develop a positive working relationship with internal and external stakeholders.
  • Able to work effectively with different teams including sales, marketing, technology, finance, and IT. This involves building relationships, communicating effectively, and understanding the perspectives and needs of different stakeholders.
  • Excellent presentation and communication skills
  • Awareness of the market, our customers, and the service we provided by the MTC
  • Ability to think independently and contribute ideas and look for new ways to improve our service offering

Essential Skills/Qualifications

  • Self-motivated, results-oriented team player with outstanding communication and interpersonal skills for building long lasting business relationships.
  • Must be a self-starter, able to work independently and collaboratively, and have the ability to handle multiple tasks under tight deadlines.
  • Exceptional customer service and communication skills.
  • Excellent organizational and prioritization skills with and acute attention to detail.
  • Ability to adapt and learn new technologies, products, and processes.
  • Ability to problem solve and exercise judgment in determining appropriate course of action.
  • Team oriented with a positive attitude.
  • Strong Microsoft Office Suite and General Computer Application skills.

Desirable Skills/Qualifications

  • Undergraduate degree in any subject
  • Experience working within the manufacturing sector
  • B2B sales experience

The Manufacturing Technology Centre (MTC) is an internationally renowned and  respected research and development organisation, bridging the gap between academia and manufacturing, and is home to some of the brightest minds in engineering from around the globe. 

The MTC's engineers, scientists and technicians work with some of the most advanced manufacturing equipment in the world in a supportive and collegiate environment for the development and demonstration of new technologies on an industrial scale, helping manufacturers of all sizes develop new and innovative processes and technologies. 

Established to prove cutting edge manufacturing advances in an agile environment in partnership with industry, academia and other institutions, the MTC works with hundreds of industrial clients across a range of sectors including automotive, aerospace, rail, informatics, food and drink, infrastructure, construction and civil engineering, electronics, oil and gas and defence. The MTC helps businesses thrive by advancing their technological and engineering capabilities to improve their business efficiency, capability and competitiveness. 

Supported by one of the largest public sector investments in UK Manufacturing, the MTC's engineering capabilities cover research and development, advanced manufacturing management, factory design and training for the skills of the future. 

The MTC has world-class facilities in Coventry, Liverpool and Oxford, and is part of the UK's High Value Manufacturing Catapult, supported by Innovate UK.

Reference Checks and Security Checks (where applicable)
Due to the nature of our business, all employment is subject to satisfactory references being obtained alongside a level of security clearance checks.

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