Manager, Sales Success

About Us:

How many companies can say they've been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles ever-changing environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements.

ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change.

We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the role?

The Manager of Sales Success is responsible for the strategic planning, direction and support of the Sales Success team.

The Manager of Sales Success will lead a team of Specialists in Order Administration, Demo Inventory, and Customer Phone Support who will be tasked with improving customer satisfaction, ensuring customer call quality, reviewing accuracy of field sales documentation and customer documentation, supporting internal and external audits, and supporting field sales and management while streamlining customer facing processes and driving overall improvements in the Customer Care Organization.

Sound Interesting?

Here's what you'll do:


* Leads the Administrative Teams that support operational functions and drive quality processes and compliance throughout the customer journey including Sales Order Support, Order Admin, and back-office areas.


* Implement, manage and evaluate operation processes and procedures throughout the Sales Success Operations teams that will be created and defined to help improve customer satisfaction when doing business with Carl Zeiss Meditec.


* Creation and implementation of call quality and order processing standards and expectations


* Oversee the workforce resource planning and management to ensure the corporate strategic plans and objectives are achieved throughout Sales Success.


* Work under the direction of the Head of Commercial Operations, while collaborating with Field Service, In-House Repair, Technical Support, Field Sales, Contract Sales, Marketing, Finance, Master Data, Information Technology, Manufacturing, Logistics, Supply Chain, and other customer facing key stakeholders in administrative and operational matters to ensure effective achievement of the Sales Success business objectives.


* Manage strategies that positively affect our Customer Perfect Order score.


* Identify top drivers for customer calls and implement changes that reduce the customers need to call.


* Evaluate overall Sales Success performance by gathering, analyzing and interpreting data and metrics.


* Develop and publish customer focused metrics and controls on the performance of the Sales Success Teams.

Ensure understanding and ownership of key m...