Manage onboarding, ongoing support, and escalations for key enterprise mobility accounts. Build stakeholder relationships, conduct business reviews, monitor health metrics, advocate customer needs to product, deliver training and documentation, and collaborate cross-functionally to drive adoption and satisfaction.
Job Summary & Responsibilities
As a Program Manager here at Brady Corp, you will play a crucial role in guiding and managing engineering programs.
The Customer Success Manager (CSM) for Key Accounts and Enterprise Mobility will be instrumental in ensuring the success of our largest customers. This role involves managing the onboarding process, providing ongoing support, and effectively handling escalations to ensure that our enterprise mobility solutions align with client expectations and business objectives. The CSM will act as a trusted advisor, advocating for customers while driving their adoption and satisfaction with our products and services.
Preferred Qualifications- Onboarding Key Accounts
- Lead the onboarding process for key enterprise mobility customers, ensuring that they are equipped and trained to leverage the full capabilities of our solutions.
- Develop and implement customized onboarding plans that align with specific customer goals and timelines.
- Customer Support and Relationship Management
- Build and maintain strong relationships with key stakeholders within key accounts, ensuring ongoing engagement and satisfaction.
- Regularly communicate with customers to understand their needs, gather feedback, and provide tailored solutions.
- Escalation Management
- Serve as the primary point of contact for escalated issues, coordinating with internal teams to address and resolve customer concerns promptly.
- Proactively identify potential problems and risks, developing strategies to mitigate issues before they escalate.
- Account Review and Optimization
- Conduct regular business reviews with customers to assess satisfaction, usage, and alignment with goals, providing actionable recommendations for optimization.
- Monitor customer health metrics to highlight areas of opportunity for improved user engagement and feature utilization.
- Customer Advocacy and Insights
- Advocate for customer needs within the organization, working closely with product development and marketing to ensure that customer feedback informs product enhancements.
- Provide insights and reporting on customer usage trends, satisfaction levels, and needs to drive strategic decisions.
- Training and Resources
- Develop and deliver training and resources to customers, enabling them to maximize their investment and enhance their operational efficiency.
- Create documentation and self-help resources to empower customers with the tools to succeed.
- Collaboration Across Teams
- Collaborate with sales, support, and product teams to align customer success initiatives with broader company objectives.
- Participate in cross-functional projects to enhance customer experience and team efficiency.
Similar Jobs
Consumer Web • eCommerce • Information Technology • Retail • Software • Analytics • App development
Leads complex, enterprise-wide technology programs across multiple portfolios and product teams. Owns planning, delivery, prioritization, governance, risk mitigation, resource coordination, executive communication, and cross-functional stakeholder alignment. Facilitates scaled-agile planning, manages value flow and dependencies, supports portfolio financial management, drives process improvements, and coaches teams in Lean-Agile practices. Partners with technology leaders, shared services, vendors, and global workforce teams to achieve strategic outcomes.
Top Skills:
JIRASafe
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
Lead and oversee large-scale SAP ERP implementation programs: define objectives, allocate resources, coordinate stakeholders, mitigate risks, apply Agile and program management practices, drive process improvements, train users, and monitor benefits realization across multiple projects within Finance Technology.
Top Skills:
AgileSAPSap Core Erp
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Lead and govern large-scale cloud, infrastructure, cybersecurity, and business transformation programs. Serve as primary engagement leader, align executive stakeholders to outcomes, manage scope/financials/resources, drive delivery excellence, mitigate risks, and improve processes while mentoring team members and ensuring customer satisfaction and program profitability.
Top Skills:
AWSCybersecurityGoogle Cloud PlatformAzureVMware
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
