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Senior Manager Customer Success

ID:  4779
Function:  Sales Operations
Location: 

MA, US Santa Fe, NM, US Lincoln, NE, US Chaska, MN, US North Reading, MA, US AR, US Lake Zurich, IL, US Pulaski, TN, US Westfield, IN, US SC, US MD, US Frankfort, MI, US Richmond, VA, US Reno, NV, US Marengo, OH, US FL, US Boise, ID, US Topeka, KS, US Albany, NY, US Atlanta, GA, US US Hartselle, AL, US Des Moines, IA, US Portland, OR, US AR, US Kingston Twp, PA, US Cincinnati, OH, US Pilot Mountain, NC, US Brookfield, WI, US Atlanta, GA, US Fairlawn, OH, US Pilot Mountain, NC, US Hartselle, AL, US Alton Bay, NH, US US Portland, OR, US Marysville, WA, US Reno, NV, US Union, NJ, US Claymont, DE, US Chaska, MN, US Fort Lauderdale, FL, US Oklahoma City, OK, US Frankfort, MI, US Westfield, IN, US Ladson, SC, US Cincinnati, OH, US East Norriton, PA, US Albany, NY, US Pulaski, TN, US Peters Twp, PA, US Augusta, ME, US Waitsfield, VT, US Alton Bay, NH, US CT, US Salt Lake City, UT, US Marysville, WA, US Augusta, ME, US Boise, ID, US Brookfield, WI, US Lake Zurich, IL, US Richardson, TX, US Loveland, OH, US Castle Rock, CO, US NY, US Richmond, VA, US Aurora, CO, US Louisville, KY, US Webster Groves, MO, US Richardson, TX, US Brunswick, OH, US


We are the global test and automation specialists, powering next-generation technologies through sophisticated solutions. Behind every electronic device you use, Teradyne's test technology ensures your device works right the first time, every time! Our portfolio of automation solutions help manufacturers to develop and deliver products quickly, efficiently and cost-effectively. Together, Teradyne companies deliver manufacturing automation across industries and applications around the world!

 

Organization & Role:

The Device Interface Solutions (DIS) business unit at Teradyne is in a period of rapid growth. Market and technology dynamics are  pushing the mature business group to learn how to scale rapidly. The Manager of the US Customer Team will be responsible for management and execution of a team of 6 (and growing) experienced solution project managers as they work to meet the customers’ ongoing project requirements in this high-growth environment. 

 

The role will be focused on supporting US headquartered accounts, ensuring the DIS organization executes to all commitments and that customers are fully satisfied. This position requires close interaction with DIS marketing, business development, design and operations teams to plan and execute on strategy. The leader will also be a key representative to senior executives both internally and with key customers to facilitate strong and regular communication to understand and align the organization to the customer. 

 

Duties and Responsibilities:

  • Own the Customer Experience and ensure high customer satisfaction is achieved through your team’s execution.
  • Directly manage and help scale the capabilities of a high-performing solution team.
  • Identify opportunities for optimization of our delivery processes. Be an agent of change to help the team grow efficiently.
  • Support Business Development in identifying and executing long term strategies to sustain or grow share in existing accounts.
  • Own commercial transactions with customers, including pricing reviews and managing exceptions/escalations.
  • Develop new, mutually beneficial customer relationships to strengthen the business and provide insights into future demand and opportunities.
  • Engage in face-to-face meetings and trainings with the customer to educate and convince customers of our value proposition.
  • Coordinate, plan, and develop roadmap sharing, technology exchanges with the customer for mutual understanding of customer and general market requirements and how Teradyne solutions address their needs.
  • Prepare materials for internal and external quarterly reviews.

 

The Successful Incumbent Will:

  • Learn the industry, the players, and the landscape quickly.
  • Bring their team to a new level of operational efficiency and sustainable operation.
  • Build trust relationships with our customers and colleagues.
  • Understand when to roll up their sleeves and when to delegate.
  • Understand the stark difference between “coaching” and “bossing” as they lead their team.
  • Recognize “time sinks” and dedicate effort to improving the business while it is running at full speed.
  • Exercise business judgement, knowing when to make a decision and when to escalate for help.
  • Embrace Teradyne’s core values of “customers count on us” and “honesty and integrity in all that you do.”

 

Skills and Requirements:

  • Experience managing customer relationships in a solution-based technology environment. 
  • Experience in a large-account environment where long-term relationships with customers are the lifeblood of the company.
  • People Management experience: Engineering Management experience strongly preferred.
  • Strong quantitative skills. Ability to discern meaning from complex business models and execution metrics.
  • Strong communication skills. Ability to drive a conversation in a focused manner.
  • Strong Problem-Solving skills. A deep understanding of root cause analysis and establishing countermeasures with a positive attitude.
  • Experience managing change and process improvements in a growth environment.
  • Teradyne has both colleagues and customer sites located around the globe. All our customer team members agree to participate in regular night-time conference calls. Regular domestic travel (20-25%) and some global travel may be required for this role (US, Europe, and Asia) for successful execution. 

 

 

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