Loading...
Share this Job
Location: 

Duluth, GA, US Rancho Cordova, CA, US Milpitas, CA, US

Date:  Sep 22, 2021
Job ID:  3262

Customer Success Manager

Barco designs technology that makes everyday life a little better. Seeing beyond the image, we develop sight, sound, and sharing solutions to help you work together, share insights, and wow audiences. Our focus is on three core markets: Enterprise (from meeting and control rooms to corporate spaces), Healthcare (from the radiology department to the operating room), and Entertainment (from movie theaters to live events and attractions). With a team of over 3,300 employees, located all around the globe, we realized sales of 770.01 million euro in 2020. 

Customer Success Manager (East, Central and West)

 

About Barco:

Imagine a way to see, sense, and share the intangible. It’s what happens when big data becomes knowledge. When images become insight. And when experiences come to life.

That’s what Barco is all about.

Our wireless conferencing solution, ClickShare, allows organizations to embrace hybrid meetings and employees’ desire for a new way of working. As the pace of digitization is accelerating every day, ClickShare is an essential and innovative solution that promotes collaboration for both at work and online scenarios. 

 

Function

We are looking for 3 Customer Success Managers (East, Central and the Western US)

 

The Customer Success Manager (CSM) for ClickShare is responsible for cultivating and maintaining strong relationships within assigned end-customer accounts ensuring high levels of customer satisfaction.  The prevailing business priority is the customers’ successful adoption and productive use of Barco ClickShare and other technologies. You are front and center with our customers supporting their workplace journey and empowering them to achieve more!

We are seeking an experienced customer success manager with a strong relationship profile.  The ideal candidate will have experience in customer-facing roles leading deployment processes and technical discussions with senior customer executives, ProAV and IT Management.

The position reports into the Americas’ Enterprise business and is ideally based in the East, Central or West regions.

 
Key Responsibilities :

  • Engage with Barco Customers and Partners to ensure successful ClickShare implementation and high customer satisfaction
  • Design of onboarding plans tailored for each key stakeholder/persona and agree on success plan/use cases/expected outcomes and decide for operating mechanism for follow up meetings during the onboarding process.
  • Conduct onboarding training of new end-customers
  • Perform quality control of installation from usability point of view
  • Foster strong relationships within the customer journey consisting of Business Development Managers, Product Management, Marketing, Installation Services and local partners to provide excellence in current and future customer implementations
  • Orchestrate strategy meetings with end-customer, Business Development Manager, product management, and ClickShare partners
  • Maintain a high level of trust and act as the end-customer’s ‘go-to’ person and trusted advisor
  • Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.
  • Provide regular updates on upsell strategy, user feedback and competitive insights

 

We are looking for

We are looking for a highly motivated and passionate Customer Success Manager (CSM) to drive program management for customer accounts that have made a commitment to ClickShare. As the CSM you will drive acceleration of ClickShare adoption from pilot to production for customers’ implementation by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with the account team and business partners supporting customer success.

  • Experience - 5+ years of success in complex technical engagement management and/or program management. Prior work experience in a Program Manager or Engagement Manager position focused on customer success preferred.
  • Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSM must show leadership in teams comprised of Barco, Partner and customer resources who may be engaged in the delivery of ClickShare for overall customer success.
  • Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
  • Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
  • Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators and Data Scientist).
  • Education - Bachelor’s degree or equivalent work experience. Bachelor's degree in Computer Science, Information Technology, Engineering or related field preferred. Certification(s) in Project Management: PMP preferred
  • Technologies: ProAV, UC, Networking, etc.
  • Travel required: 0-30%
Job Desc Footer.

 

Barco is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without discrimination on the basis of race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, age, mental or physical disability, medical condition or AIDS/HIV status, ancestry, national origin, genetic information, military, veteran status, marital status, citizenship or any other status protected by applicable federal, state, or local laws.

 

If you need reasonable accommodation for any part of the application process at Barco, please contact our HR department at hramericas@barco.com Please specify the reasonable accommodation you are requesting, along with the job posting number in which you may be interested. A Human Resources representative will review your request and contact you to discuss reasonable accommodation.

 

Equal Opportunity Employer: Veteran / Disability

 

 

Barco is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without discrimination on the basis of race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, age, mental or physical disability, medical condition or AIDS/HIV status, ancestry, national origin, genetic information, military, veteran status, marital status, citizenship or any other status protected by applicable federal, state, or local laws.

 

If you need a reasonable accommodation for any part of the application process at Barco, please contact our HR department at hramericas@barco.com Please specify the reasonable accommodation you are requesting, along with the job posting number in which you may be interested. A Human Resources representative will review your request and contact you to discuss a reasonable accommodation.

 

Equal Opportunity Employer: Veteran / Disabilit


Nearest Major Market: Atlanta