Customer Success Executive

At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With a sixty-year history, and fourteen Queen’s Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.

<Key responsibilities>

Order management

• To provide and update SAP Sales Cloud for all Service Leads and Opportunities
• To manage the order process using invoicing / debt collection.

CS Product Promotion and Sales

• To handle and response to customer enquiries, including preparing and responding with Service Quotations.
• Follow up on open quotes and update Sales Cloud diligently/timely.
• Attend customer meetings and conferences for the promotion of CTU.
• Well verse with current Support Contract Service Levels Agreements (SLA) and offerings
• Maintain good sales practice by means of database records and generate reports demonstrating results of support agreement sales efforts.
• Convert warranty customers to support agreements, keeping current support agreements in place.
• Maintain high contract renewal rates
• To work with marketing team on the delivery of successful promotional programmes and campaigns. Extensive customer contact via phone as well as coordinating all aspects of communication to customer with the objective of increasing contracts, training, and upgrade revenue.
• To identify and engage with key customer accounts, both current and potential to define current and future contract (training / warranty) and upgrade requirements.
• Maintain good customer and OEM relationships, providing regular contact and developing self as technical “go to person” within the industry and always projecting a professional and competent image of Oxford Instruments and its products.
• Work with Business Managers to develop and maintain support agreement sales procedures and ensure effective communications within Oxford Instruments that increase support agreement orders.
• Input to one or more databases and other records to track leads, quotes sales and other activities necessary for the sale of support agreements and measurement of effectiveness.
• Proactively identify issues and develop thorough and well-defined recommendations and integrate solutions to meet customer requirements and expectations regarding support agreements.
• Interface with BU for issues relating to open orders, delivery schedule, and backlog.
• Responsible for the daily management of administration functions including first line telephone support, order entry, billing, and customer database management.

Customer Contact

• Communicate with team members and customers in a timely manner.
• Promote a positive image of Oxford Instruments in all communications with customers, microscope manufacturers and OEMs, whether in person, by telephone or in writing.
• Ensure that the customer is kept up to date with latest product and service information.
• Point of contact for customers on delivery dates such as RMA and Spares delivery.

Reporting

• Provide monthly CS Sales KPIs and administration reports within the agreed standards.
• Feedback information, suggestions, recommendations to purchasing patterns, product portfolio and marketing performance.

General

• Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary.
• Support CS marketing / sales, furnishing leads for systems, upgrades, support contracts and other market intelligence whilst in contact with the customer.
• Always operate in accordance with company business code of conduct ethics.
• Participate in training and development activities as required.
• Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the post, which might reasonably be required.

Main working relationships

• Works closely with internal team members and management.
• Works closely with customers.
• In addition to the above-described duties, the post holder may be requested to perform other related duties.

Service Cloud and FSM

• Key person driving the Service Cloud
• Ensure the smooth launch of Service Cloud and FSM.
• Works closely with Service Engineers to ensure all Service Jobs are recorded in FSM.

<Job Requirements>

Education / Qualifications

• General Business Admin Degree

Professional Skills / Abilities

• Ability to communicate in English, written and oral.
• Commercial astute, marketing and logistic experiences.
• Customer facing and negotiating experience preferred.
• Good understanding of customer requirements and how to use consumables in day to day applications.
• Ability to build strong rapport and create good teamwork along team members
• Organised, with solid administrative/reporting skills and proficient PC skills including MS Office.

Personal Qualities

• "Can do" attitude – Decisive, able to work around issues to deliver performance
• Adaptable, able to flex to needs of customers, team, and the business.
• Proactive. self-starter, completes activities with minimal support. Initiates actions to develop new and better ways of working, using experience and any mistakes as positive opportunities for improvement.
• Customer focused, establishes and exploits good, mutually beneficial customer/distributor relationships. Adept at balancing OI and distributor demands in meeting the ultimate customers’ needs effectively.
• Superior communication and interpersonal skills to engage with and manage through people.
• Strong analytical & negotiation skills, with track record of effective, difficult negotiations.
• Rounded in approach – sees bigger picture as well as own priorities and needs

Oxford Instruments is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Oxford Instruments is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact Human Resources, ConcordHR.HelpDesk@oxinst.com, 978-405-1119

Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.