Job Description

This dual-role position supports OpenTech’s global operations by combining the responsibilities of a Customer Success Manager in the morning and a Sales Administrator and Coordinator in the afternoon. The customer success role primarily oversees our UK and European customers, ensuring their success and satisfaction with OpenTech’s products and services. The Sales Administrator and Coordinator role focuses on supporting sales processes, administrative tasks, billing, creating sales order agreements, and coordinating shipping logistics and other ad hoc projects. This position requires an early start time of 5:00 AM MST to align with European business hours. This role will have a dotted line report to the CMO, who oversees our global operations.

Key Responsibilities

Morning (5AM Start-Time AZ): Customer Success Manager Responsibilities (UK & Europe)

• Build and maintain strong relationships with UK and European customers through proactive communication.
• Oversee onboarding processes with sales, accounting, setup, support, and development teams for international clients.
• Act as a customer advocate by troubleshooting issues, coordinating resources, and ensuring timely resolutions.
• Define success metrics for each customer and ensure they are met or exceeded.
• Collect and analyze data to identify trends, improve customer engagement, and drive retention.
• Identify opportunities for cross-selling and up-selling tailored to the needs of UK and European markets.
• Utilize CRM tools to manage the customer experience effectively across time zones.
• Occasionally travel for conferences or customer meetings as required.

Afternoon: Sales Administrator & Shipping Coordinator Responsibilities

• Provide administrative support to the sales team, including preparing reports, tracking sales metrics, and processing orders or contracts.
• Support billing processes, ensuring accuracy and timeliness in invoicing and payment tracking.
• Generate sales order agreements and ensure compliance with company policies.
• Maintain CRM systems to ensure accurate sales data entry and reporting.
• Coordinate communication between sales representatives, customers, and internal departments.
• Assist in scheduling meetings, managing calendars, and organizing sales-related events.
• Support marketing efforts by preparing materials for campaigns or presentations.
• Coordinate shipping logistics, reviewing shipping documents, arranging transportation, and tracking shipments.
• Liaise with shipping carriers to resolve any shipping-related issues or delays.
• Support International receivables

Customer Success Manager Skills:

• Proven experience in a B2B customer-facing role (1-2 years preferred), with familiarity in serving international clients.
• Strong interpersonal skills with proficiency in verbal communication and business writing tailored to diverse cultural contexts.
• Proficiency in Microsoft Office/365 tools (Word, Excel, Outlook, Teams, SharePoint).
• Experience with CRM systems (Dynamics preferred but not required).
• Ability to learn proprietary computer systems quickly.

Sales Administrator & Shipping Coordinator Skills:

• Detail-oriented with excellent organizational skills.
• Proficiency in data entry and record management systems.
• Strong problem-solving skills to address administrative challenges effectively.
• Ability to multitask in a fast-paced environment while maintaining accuracy.
• Experience in billing processes, creating sales order agreements, and coordinating shipping logistics.
• Familiarity with shipping software and documentation.

Physical Requirements

This is primarily a sedentary role involving regular computer use, verbal communication, and occasional filing tasks that may require lifting or standing. The shipping coordination aspect may require occasional movement around the office to manage shipping documents or packages.

Schedule

• Start Time: 5:00 AM MST (to accommodate UK/European time zones).
• Morning Shift: Customer Success Manager duties focused on UK/European clients until midday.
• Afternoon Shift: Sales Administrator & Coordinator duties supporting global sales operations until the end of the workday.

Job Tags

Similar Jobs