Customer Success Manager (m/f/d)
Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us?
At Trelleborg Medical Solutions, we are committed to delivering innovative, high-quality solutions that enhance patient care and outcomes. Our customer-first approach is at the core of what we do, and we’re looking for a passionate and dedicated Customer Success Manager (CSM) to lead our Customer Success Advocates (CSA) team in achieving operational excellence and ensuring total customer satisfaction.
Position Overview:
As the Customer Success Manager (CSM) your primary responsibility is to manage our european customer success team, ensuring we meet business and operational goals while delivering exceptional customer service. You will also handle complex or high-priority customer issues, ensuring timely resolution and satisfaction.
Key Responsibilities:
- Lead the CSA team: coordinate day-to-day operations, provide training, coaching, and strategic direction
- Monitor CSA performance to ensure adherence to established standards and goals
- Work closely with the leadership team to make hiring decisions, conduct performance appraisals, and provide feedback to improve internal processes
- Lead all aspects of customer order management and supply chain coordination, ensuring orders are processed efficiently, accurately, and on time.
- Optimize sales growth and profitability through outgoing sales calls, follow-ups on quotations and projects, and driving customer satisfaction
- Ensure full compliance with Standard Operating Procedures, including the Quality Manual and Quality Procedures
- Represent the department in cross-functional teams
- Assist in managing quality-related issues such as RMA’s, complaints, and corrective actions
- Provide backup support to CSAs when needed and ensure cross-training is implemented
- Assist in management reviews, business reviews, and the development of business plans
Requirements:
- Bachelor’s degree in Marketing, Business, Communication, or a related field
- 1-4 years of experience in customer service
- Knowledge of basic business sales and marketing practices
- Strong people leadership skills, with experience leading or supervising a team
- Outstanding communication and relationship-building skills
- Ability to problem-solve, make sound decisions, and provide proactive solutions
- Fluency in English (spoken and written) is essential, German would be a plus
Desired Skills and Experience:
- Experience in the medical device manufacturing industry
- Familiarity with ISO quality standards and technical prints
- A customer focused approach with a professional, can-do attitude
- Commitment to continuous improvement and excellence in all tasks
Our Promise to You:
- Comprehensive Training: Kickstart your journey with several weeks of induction training at Trelleborg Academy. Get to know our company, team and structures inside out.
- Exciting Work: Engage in a multifaceted and interdisciplinary field of activity that will keep you inspired and motivated.
- Cultural Diversity: Work in a multicultural environment that celebrates diversity.
- Modern Workspace: Enjoy working in a flexible, state-of-the-art innovation center designed to foster creativity and collaboration.
- Prioritize your well-being: Enjoy diverse and healthy culinary options in our company restaurant in Stuttgart and take advantage of our game, relaxation and fitness zones.
- Convenient Commute: Benefit from excellent public transport connections (5 min to the closest S-Bahn/U-Bahn) and a parking garage with over 100 free e-charging stations, supported by our Stuttgart mobility concept.
- Work-Life Balance: Enjoy flexible working time models, including mobile work options, to support a healthy work-life balance.
#ShapingIndustryfromtheInside
Trelleborg is an Equal Opportunity Employer, and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen.
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