Customer Success Manager

Responsible for driving and supporting McNaughton-McKay Electric Company business strategy of Services including Annual Recurring Revenue Contracts and software subscriptions. The Customer Success Specialist will be responsible for managing Annual Recurring Revenue (ARR) targets across a portfolio of site-based accounts. This role involves executing onboarding, adoption, expansion, and renewal strategies, utilizing customer data to enhance value delivery, and maintaining high contract retention rates. The ideal candidate will foster strong relationships with customers and internal teams to drive growth and ensure customer satisfaction.

Key Responsibilities & Essential Functions

ARR & Renewal Lead

• Manage Annual Recurring Revenue (ARR) targets for all contracts and software subscriptions within the assigned portfolio.
• Consistently achieve and exceed contract retention goals, with a high focus on on-time renewal of subscriptions, maintenance services, and support contracts.
• Utilize data and workflow information to execute onboarding, adoption, expansion, and renewal processes tailored to each account.
• Analyze customer data to identify opportunities for expanding contract and subscription scopes, enhancing customer outcomes.
• Translate customer data into actionable insights to demonstrate value-add through service contracts and software subscriptions.
• Communicate value-add delivered to customers regularly using QBR methodology and other communication strategies.

Customer Success

• Apply knowledge of customers' business and McNaughton-McKay's offerings to achieve best-in-class customer service and exceptional business outcomes.
• Provide customers with a single point of contact to simplify their experience and provide basic application assistance, guidance, and troubleshooting.
• Ensure consistent and optimal customer experience through teamwork and effective communication.
• Provide feedback to internal teams to continuously improve the overall customer experience.
• Acts as a liaison between vendors and the customer to expedite issue resolution.

Collaboration & Internal Coordination

• Coordinate efforts between the customer, sales team, and SaS team to ensure successful customer business outcomes.
• Maintain communication channels between Sales, Engineering, and SaS to promote growth opportunities.
• Foster a cohesive team environment by collaborating with Sales, Delivery, and partner team members.
• Support SaS-related business initiatives and assist in developing and executing the SaS strategic business plan to achieve target KPIs.
• Work directly with outside vendors to facilitate business KPIs.
• Take ownership of professional development, focusing on technical and commercial skills.

Sales Support

• Initiate expansion strategies in collaboration with sales counterparts based on customer insights.
• Demonstrate influence with customers on the value of McNaughton-McKay's services and solutions versus competitive alternatives.
• Coordinate sales team efforts to identify and close target opportunities for existing and new customers.
• Participate in the development of necessary sales collateral to promote the SaS offering.
• Maintain a high level of fluency across the complete McNaughton-McKay offering.

Knowledge/Skills/Abilities to be successful include:

• Bachelor’s degree in associated field(s) preferred. Includes but not limited to: Business Administration, Sales/Operations Management, Finance, etc. -OR- 5+ years of work experience considered in lieu of education.
• Thorough knowledge of the assigned services and solutions offering, as well as broad McNaughton-McKay product offering.
• Possesses strong market and customer knowledge.
• Proven analytical, organizational, interpersonal and communication skills.

• Ability to create and maintain positive customer relationships.

• Retain and convey a positive attitude in challenging circumstances.
• The ability to demonstrate strong interpersonal communication skills, multi-tasking, detail, and deadline oriented in a fast-paced environment, strong internal and external customer service skills.
• Travel within the assigned geographical territory will be required. (Roughly 25%)

Reporting Relationships

Reports To:            Services & Solutions Supervisor

                  Direct Reports:    None

Physical Demands

This position is approximately 70% desk related work, with 25% walking or standing, and 5% lifting demands less than 50 lbs.

Working Conditions and Environment

Requirements are office based, with some exposure to an environmentally protected warehouse.  Office hours are from 8 am to 5 pm but may require several hours outside standard business hours to accommodate meetings and projects.

 EEO/AA/M/F/Vet/Disability Employer

The above statements are intended to describe the essential functions and related requirements of persons assigned to this job.  They are not intended as an exhaustive list of all job duties, responsibilities and