Keysight Technologies
Location
Remote | United Kingdom
Job description
Keysight is on the forefront of technology innovation, delivering breakthroughs and trusted insights to the world’s visionaries and innovators in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Our technical solutions – and our methods for creating them – help connect and secure the world. Learn more about what we do and how we do it.
Our powerful culture has led to us being independently recognized on Fortune 100’s Best Companies List and we are “Great Place to Work” Certified. We’re driven, collaborative, ethical, and curious, and we value all ideas, especially bold ones. And our culture extends far beyond our own walls. Our corporate social responsibility efforts support our communities, nurture the next generation of engineers, and promote environmental sustainability.
At Keysight, Inclusion, Equity & Diversity is an integral part of our core values. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. We believe everyone should be respected in the workplace and in their communities regardless of race, color, age, gender, sexual orientation, gender identity and expression, ethnicity, religion, disability, veteran status, national origin, or any protected class. We continuously challenge ourselves to grow in our understanding of inclusion by engaging in a wide variety of diversity programs, initiatives, employee network groups and mentoring/development. This is Keysight – People and Culture - YouTube
The Customer Success Manager (CSM) will assume control of an existing UK based major account where we deliver excellent test equipment calibration, repair and asset management services. Through continuous interactions and relationship management, the CSM collects, analyses and uses data to ensure a successful customer experience. Monitoring achievement levels against contractually established Key Performance Indicators (KPI´s) and adherence to Service Level Agreements (SLA´s), the CSM ensures the customer is fully engaged and maximizing their expected value.
The ultimate goal of the CSM is to ensure Keysight’s services solution translates into realized value by the customer, and results in increased contract renewal rates and business expansion opportunities.
Remote based but may need to travel up to 25% to UK based customer sites and/or Keysight offices.
The CSM will be part of the Keysight Global Services Organization reporting directly to the UK General Manager as part of a diverse team of individual contributors. You will coordinate with various internal teams as required to ensure successful outcomes.
• Be the single point of contact providing timely support to customer issues through multiple communication channels.
• Track & monitor customer account status and identify areas of for improvement.
• Source transactional and delivery activity data from the appropriate databases, analyse and prepare performance dashboards linked to KPI´s
• Host regular internal stakeholder reviews, reviewing solution delivery performance in accordance with the established KPI´s & SLA´s
• Where necessary, conduct comprehensive root-cause analysis and develop mitigation plans
• Identify and seize cross- and up-sell opportunities for new services
• Be an expert relationship builder and dynamic communicator with a track record of successfully building rapport with customers from executives to individual contributors
• Be resourceful and have a passion for solving tough issues and resourceful and have a passion for solving tough issues
• Be able to develop a deep understanding of current and evolving customer requirements and translate them into solutions
• Be a collaborator who can quickly identify and mobilize the correct internal resources and work closely with them to ensure customer needs are addressed quickly and completely
• Be highly organized, with the ability and experience to manage projects, processes and people effectively
• Possess strong problem-solving and trouble shooting skills with the ability to make swift, sound judgments, offering solutions to customers
• Be able to multi-task in an extremely fast paced, energetic and dynamic environment
• Be a team player that thrives in a multi-tasking environment and can adjust priorities on-the-fly
• Bachelor of Science in Business, Electrical Engineering, or related technical discipline
• Solid experience in customer account management or similar customer service role
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills
• Experience managing big data analytics, data & trend analysis, and financial analysis
• High degree of proficiency in the MS office suite, particularly Excel & Power Point
• Able & willing to travel periodically as the job requires
• Ethical, fair and of high integrity
• Technical or high level understanding of multiple customer industries, products and environments such as Aerospace/Defense, Wireless Manufacturing, Semi-conductor, IoT, etc.
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