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Customer Success Executive

Date:  07-Apr-2021

Shanghai, CN

Job Function:  Business
Business Unit:  NanoAnalysis


Business / Location:

Services Business / China - Shanghai


Customer Success Executive - CTU (Contracts, Training and Upgrades)

Reports to:

China Services Business Manager

with dotted line to AR China Manager and NA China Manager

Direct Reports:


Primary Purpose:

To plan and manage all activities relating to the sale, supply and support of service related contracts, training and system upgrades including the delivery of successful promotional programmes and campaigns in China, utilising telemarketing and web-based activities

To identify and develop influential relationships with significant current and potential customers in order to fully understand their needs, using this to facilitate both increased sales of current products.

To achieve the the service budgeted sales (value and volume), product mix.


Key responsibilities:

Order management

  • To provide monthly forecast for sales of service contracts, training and upgrades.
  • To work with MAG service coordinators to manage the order process including packing, shipment and invoicing / debt collection.
  • Responsible for the review of all Terms and conditions in service contracts.

Product Promotion and Sales

  • To handle customer enquiries.
  • To plan and co-ordinate the delivery of successful promotional programmes and campaigns in China, utilising telemarketing and web-based activities. 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.
  • To establish best practice promotion methodologies across territory.
  • Attend customer meetings and conferences for the promotion of CTU.
  • Maintain good customer and OEM relationships, providing regular contact and developing self as technical “go to person” within the industry and projecting a professional and competent image of Oxford Instruments and its products at all times
  • Work with Business Managers to develop and maintain support agreement sales procedures and ensure effective communications within Oxford Instruments that increase support agreement orders.
  • Convert warranty customers to support agreements, keeping current support agreements in place.
  • Follow up on open service quotes.
  • Conducting campaigns for specific service opportunities.
  • 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.
  • Provide input to accounting department to assure proper support agreement billing (credits).
  • Maintain databases and other records and generate reports demonstrating results of support agreement sales efforts.
  • Collect and compile competitive support agreement information.
  • Provide support agreement information to colleagues such as sales teams, service engineers, accounting and administrative people as required.
  • Proactively identify issues and develop thorough and well-defined recommendations and integrate solutions to meet customer requirements and expectations regarding support agreements.
  • Contribute to the development of new support agreement products.
  • Review, make recommendations, and implement changes to the daily operations, procedures, and policies.
  • Responsible for the timely publishing of Key Performance Indicator Reports in agreed formats.
  • Point of contact for customers on delivery dates.
  • Interface with parent organization for issues relating to open orders, delivery schedule, and backlog.
  • First line telephone support and customer database management.
  •  Work with MAG service coordinators to manage order entry, billing, etc.
  • Work with MAG service coordinators to assist with inventory management for all business inventories.
  • Identifies and prepares routinely or on a project basis reports for management on the state of the business (inventory, calls handled, phone traffic, scheduling, etc.).
  • Maintain an accurate and up to date CRM.
  • Operate at all times in accordance with health and safety at work legislation
  • Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required.


Customer Contact

  • Communicate with 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.



  • Provide sales/marketing and administration reports within the agreed standards.
  • Feedback information, suggestions, recommendations to purchasing patterns, product portfolio and marketing performance.



  • Maintain and develop knowledge of assigned products and their common applications, undertaking appropriate training where necessary.
  • Support service marketing, furnishing leads for system sales, upgrades, support contracts and other market intelligence whilst in contact with the customer.
  • Assist in knowledge transfer by training customers and other company employees when required.
  • Perform work safely at all times, maintaining an up to date knowledge of health & safety requirements and operating in accordance with health and safety at work legislation.
  • 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

  • Reports to the China Services Business Manager with dotted line to Asylum Research China Manager, NanoAnalysis China Manager
  • Works closely with PLC marketing team, service coordinators, field engineers, and business managers.
  • Works closely with customers.
  • In addition to the above described duties, the post holder may be requested to perform other related duties.


Typical Performance Measures:

  • Customer Satisfaction Levels.
  • Quality of relations and feedback from OEM partners.
  • Sales volume and value for CTU.
  • Future order book value/ volume.
  • Lead generation.
  • System and contract referrals.