Enable America Jobs

Customer Relationship Manager

The Customer Relationship Manager is responsible for owning the post-sale customer relationship (onboarding, retaining, growing and renewing) of Industrial Scientific Brazil’s customers, ensuring a high level of customer satisfaction. Customer Relationship Managers are assigned a portfolio of National logo accounts and accounts across a territory that they will work in tandem with Account Executives. This role is charged with working closely with our customers to ensure satisfaction with our products and solutions, resolving areas of dissatisfaction, and partnering with other Industrial Scientific teams to drive resolution. This role is looked to as a subject matter expert with a wide degree of ownership, creativity, and latitude.

Location: Belo Horizonte’s metropolitan area

Responsibilities and deliverables:

• Successfully negotiate, manage, and help to close customer renewals

• Successfully onboard customers and improve onboarding processes

• Proactively initiate and manage the post-sale relationship with customers to ensure a positive experience and successful ongoing partnership

• Identify and enable commercial cross-sell/up-sell opportunities by providing advice and guidance to ensure successful ongoing usage and adoption of products and services and for making recommendations on upgrading the customer to newer technology and service offerings

• Proactively identify and close expansion cross-sell and upsell opportunities with existing customers; assist Account Executives to win as necessary

• Schedule and conduct business reviews and check-ins using data to ensure proper system operation for customer

• Coordinate post-sale issue resolution using Technical Support and Field Services Teams

• Partner with the Sales team; understand and continuously learn about the customer’s objectives for choosing iNet and engage with customers as their single point of contact on products and services provided by Industrial Scientific

• Monitor Customer account health and KPIs (Key Performance indicators): proactively find opportunities for improvement for both the customer and ISC and deliver suggestions and path forward during reoccurring Business reviews

• Exercise extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software, hardware, systems, and applications

• Internal processing of required documents to ensure revenue is recognized

• Assist company in meeting retention and sales targets and with managing growth targets to plan

• Ability to travel to customer’s sites based on customer and business needs (up to 50% annually and as needed)

Organizational Alignment

• This position will report to the Director, Customer Relationships within the Customer Fulfillment team at Industrial Scientific

Qualifications Required:

• Fluent in both Portuguese and English

• Proven work experience demonstrating ability to work independently with complete ownership of customer accounts

• Ability to effectively engage in high-level, self-directed time management and prioritization of workload

• Demonstrated success in thinking strategically, performing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment

• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems

• Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users

• Proven ability to engage across corporate functions (Customer Success, Product Management, Sales, etc.)

• Demonstratable success delivering client-focused solutions based on customer needs

• Strong commercial skills to excel in a complex and rapidly evolving environment

• Solid experience with CRM software (e.g. Salesforce), ERP platforms (e.g. Oracle) and MS Office applications

Preferred:

• Project management experience

• Relationship management experience

• Experience within the Technology/SaaS industry highly preferred

Technical Competencies:

• Thorough understanding of all Industrial Scientific products, applications, and service offerings

• Knowledge of bug and defect tracking

• Customer Success experience

Education:

• Bachelor’s Degree or equivalent work experience required;

• Master’s Degree preferred

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions./p>

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.