Customer Success Manager

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INTRODUCTION And WHAT YOU WILL DO (Job Responsibilities)

As a Territory Service Manager in our organization, your primary role is to oversee the operational aspects of client accounts. You will work closely with internal teams to ensure that service level agreements (SLAs) are met and operational metrics, including response time, technician training, part inventory, and uptime, are optimized. Below are the key responsibilities and metrics associated with this role.

Responsibilities

Safety and Continuous Improvement: Prioritize safety and promote awareness throughout all aspects of your work. Engage in continuous improvement efforts to enhance our services and stay at the forefront of the industry.

Account Oversight: Manage all operational aspects of client accounts, meeting contractual obligations and maintaining high standards of service and focusing on the financial growth, contract renewals, cross-sell, upsell, and P&L in the assigned territory.

Issue Resolution: Facilitate the resolution of client issues and technical problems by coordinating with the technical support team, tracking progress, and ensuring timely resolution.

SLA Compliance: Monitor and enforce SLAs to ensure all commitments are met.

Reporting: Generate regular reports for internal stakeholders, summarizing performance metrics, SLA adherence, and recommendations for improvements.

Metrics: Manage metrics to include but not limited to; response time, technician training, SLA's, inventory, uptime, and client satisfaction.

• Response Time: Maintain an average response time within the agreed-upon SLA, typically measured in hours.
• Technician Training: Ensure that technicians achieve and maintain required certifications and competencies.
• SLA Adherence: Track and report on overall SLA adherence.
• Part Inventory: Monitor and manage part inventory levels to minimize downtime. Responsibility and accountability for 99% accuracy. Monitor and manage Return MaterialAuthorization (RMA) Program to ensure timely action and 99% accuracy.
• Uptime: Continuously monitor and strive to achieve high system uptime, typically measured as a percentage.
• Client Satisfaction: Measure and enhance client satisfaction through feedback and satisfaction surveys.
• Onboarding New Service Accounts: Work in a cross functional team to negotiating new contracts, ensure financial viability, confirm service alignment, and negotiating SLA's inaccordance with ANGI service capabilities

WHO YOU ARE (Qualifications)

• Education and Experience: Possess 5+ years of related experience and/or training. An equivalent combination of education and experience will also be considered. We are open to training candidates who demonstrate strong motivation.
• Travel Availability: Be prepared for frequent travel as part of your responsibilities. You must be eligible to work in the United States and able to obtain a US passport.

Essential

• Commitment to Excellence: Strive for excellence in everything you do, with a strong dedication to delivering high-quality service to our customers. Your commitment to alternative fuels and Biogas/RNG applications will drive our success in creating a sustainable future.

In this role, you will play a critical part in ensuring that our contractual commitments are met, and our clients receive reliable and high-quality service. Your focus on operational excellence and adherence to SLAs will be instrumental in upholding our reputation and fostering successful client relationships.

The base compensation range for this position is $84,000 to $110,000 per annum. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 15 days each year, 12 paid holidays (including 2 floating holidays), and paid sick leave.*

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.

Who Is Angi

ANGI Energy Systems LLC (‘ANGI’), a Vontier company, is a U.S. based manufacturer of quality engineered gas compression equipment and a leading supplier of compressed natural gas (CNG) and renewable natural gas (RNG) equipment and systems. ANGI has a longstanding reputation as a leader and innovator in both the compression and natural gas vehicle (NGV) refueling industries and has over 40 years of experience providing worldwide clients with high quality products and services. In 2022 ANGI launched its expanded alternative energy platform offering, to include hydrogen refueling station (HRS) solutions as it harnesses its unique position as a multi-energy systems supplier ready to support global clients in their decarbonization programs.

ANGI sits within Vontier’s Alternative Energy and Sustainable Fleets Platform, which is focused on providing innovative and sustainable solutions for optimizing and decarbonizing the fleet industry. Sister companies include Gasboy, Teletrac Navman, Driivz and Sparkion. For more information on ANGI’s alternative energy solutions, visit angienergy.com.

Who Is Vontier

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at .

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s enable the way the world moves!

"Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law."

If you have questions about this posting, please contact [email protected]