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The Sales Success Manager (SSM) is a member of the Customer Success team responsible for ensuring our customers’ overall success. Managing a set of existing customers (a.k.a. a book of business) and supporting new customers as assigned, the SSM plays a critical role in leading the successful onboarding of products and services for new and existing customers. They work cross-functionally with team members across Mansfield Energy and external partners to ensure best-in-class service while maximizing the value Mansfield can offer our customers. The essential job duties include new business onboarding, relationship management, customer account success, and business technical support.
Responsibilities
New Business Onboarding
Takes the role of Project Manager to oversee onboarding in the Appian system of all new business, including new customers and new business for existing customers. This involves onboarding workflow meetings and the monitoring of account set-ups, account change forms, and reporting requirements
Coordinate with Sales to ensure seamless interaction with the customer during onboarding
Participate in external integration meetings for all new business (new and existing customers)
Verify that all customer requirements are met and then communicate the start-up process with the customer
Relationship Management
Establish productive, professional relationships with key internal and external personnel; align Mansfield Energy’s key priorities with the priorities of the customers and partners
Lead new customer implementation meetings with internal MOC departments
Lead bi-monthly meetings with existing clients to review open projects and current activities within the account; discussions will include project tracking for current items along with an annual summary of all items completed for the client in the past year
Coordinate in-person customer meetings with the Strategic Account Executive quarterly to review open project items
Assist in evaluating and, where applicable, ensure Operations’ interactions with the customer are appropriately and timely resolved
Customer Account Success
Review profit and loss by customer and customer locations to identify areas for greater product penetration and profitability
In partnership with Sales, identify and implement strategies to improve customer profitability
Develop content for and lead customer Quarterly Business Reviews (QBRs) focused on overall account health and educating customers on Mansfield’s complete portfolio of solutions that can provide additional value to the customer
Stay current on MOC’s solution portfolio by attending any available training and by having regular discussions with the appropriate product line manager on potential opportunities within assigned customers
Coordinate customer interaction with other departments across Mansfield to ensure the customer is delighted with their overall customer experience
Proactively prepare strategies to prevent recurring issues from impacting customer retention
Cross-Functional Collaboration
Engaged through the customer sales cycle with active coordination with all internal and external stakeholders to ensure all customer business needs/requirements were obtained, documented, and communicated
Partner with the Customer Project Manager (CPM) on special customer projects involving complex processes and data requirements
Coordinate with Operations to ensure profitability improvement measures are implemented and tracked for success
Escalate complex issues appropriately to maintain best-in-class customer experience
Regularly share best practices and learning opportunities with peers
Business Technical Support
Lead change initiatives, provide experienced input, and participate in scoping of new technology offerings to support complex customer needs
Enhance customers’ utilization experience of Mansfield Energy’s technology offerings; the focus should include the company website, FuelNet, and collaboration with IT for necessary electronic data interchange, permissions, passwords, security levels, etc., to drive overall support for customers’ data needs
Serves as the primary point of contact for all custom customer integration needs ensuring engagement across all internal and external parties
Position Requirements
Formal Education & Certification
Bachelor’s degree or equivalent experience required
Knowledge & Experience
5+ years business to business sales experience required, preferably in a customer account retention or business development type role
2+ years in petroleum sales preferred
Proficient in Microsoft Office Suite of Products including Word, PowerPoint, and Excel
Qualifications & Characteristics
Self-starter who is motivated to accept any challenges in order to achieve goals
Ability to build relationships and work with people at all levels of the organization and external partners with different interests and needs
Ability to provide analysis of complex client business flows to present effective resolutions
Strong communication skills
Strong presentation skills
Strong problem-solving skills
Ability to multi-task
Ability to work in a team environment
Work Environment
Hybrid work week once training is completed (3 days in the office, 2 days remote)
Ability to travel up to 30% of the time
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse and other computer components
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
