Customer Success Manager

Job Title: Customer Success Manager

InVeris Training Solutions is a global leader in integrated live fire and virtual training solutions for military forces, law enforcement agencies and commercial shooting ranges. We employ 400 people in seven countries, including the US, Australia, Canada, the Netherlands, Qatar, Singapore, and the UK.

We work on some of the most demanding challenges in the defense, law enforcement and commercial range industries: from saving lives to keeping our peacekeepers and civilians safely trained. What's more, InVeris Training Solutions employees are committed, engaged, and excited that the work we do is in Service to Safety. We've got the best of both worlds in one company, and we invite you to become part of our growing team.

Job Designation

The customer success employee will work with customers to maximize the value of the products InVeris delivers. They will work to understand a customer's underlying issues and will strive to provide users with actionable solutions when in receipt of our products. We will expect the customer success employee to build strong long-term relationships with key users and stakeholders. The ideal person will use customer insights to constantly improve how we on-board and retain diverse platform users, and they will develop and share best practices with Service Sales Manager, Customer Support, and Engineers.

Job Core Responsibilities

• Advocate for the company. Advise customers on how InVeris can best meet their needs through service contracts or upgrades.

• Onboarding of new customers. Educate customers on how to use and maintain our product to have the most success with their ranges.

• Manage initial customer challenges during the onboarding process, will be the first point of contact after installation.

• Encourage upsells and cross sells by assisting in fulfilling customers goals by keeping them aware of new products and services.

• Relationship building between customers, customer support and engineering. Be the liaison to communicate to the company customer feedback.

• Work with Service Tech to identify parts required for maintenance, place replacement and spare parts orders, track parts availability that are in conjunction with service visits.

• Provide in-house support to service technicians in the field so they can better service the customers.

Job Specifications

Experience

• Customer-First Mindset

• Above average knowledge in PC-based word processing, spreadsheets, databases, and running reports.

• Excellent customer relation/communication skills

• Technical Skill

• Empathy, Active listening skills

• Teaching/Mentoring

• Detail orientated, goal driven individual with the ability to work in a fast paced, flexible, and evolving work environment with no supervision and the ability to seek out solutions.

• Good written and oral communication skills

• Self-starter with ambition to achieve goals of the department

• Must be a meticulously organized individual with the ability to multitask

Education

• At least 2 years experience with Live Fire range products

• At least 5 years Customer Service experience

• 2-year degree or equivalent

Company Website

inveristraining.com

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

InVeris Training Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation. Contact Human Resources at ITS-HumanResources@inveristraining.com.