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Customer Success Executive

Oxford Instruments
United States, Massachusetts, Concord
300 Baker Avenue (Show on map)
Mar 28, 2025
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Customer Success Executive
Date:

Aug 5, 2024
Location:


Seoul, KR


Job Function:

Commercial
Business Unit:

NanoAnalysis

Key responsibilities:

Order management



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


Product Promotion and Sales



  • To handle customer enquiries.
  • To plan and co-ordinate the delivery of successful promotional programmes and campaigns in Korea, 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 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.
  • Responsible for the daily management of administration functions including first line telephone support, order entry, billing, and customer database management.
  • Assist with inventory management for all business inventory.
  • 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.



Reporting



  • Provide sales/marketing 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 marketing / sales, 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



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



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