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 measurements.

• Develop and maintain Sales Success staff to support the Customer Care organization.

• Influence leadership to drive process, strategy, and adherence to proper business protocols.

Do you qualify?

• Bachelor’s Degree or equivalent experience required, with emphasis in Sales, Order Administration, or Call Center operations and leadership.

• Minimum of eight years of experience managing a large, customer facing support organization with increasing levels of responsibility. 

• Eight to ten plus years of experience in a management position, preferably in a Sales, Order Administration or Call Center environment.

• Experience with ERP applications, such as SAP, Oracle and CRM modules.

• Ability to understand, interact and influence all levels of the organization.

• Must have excellent analytical and communications skills, oral and written.

We have amazing benefits to support you as an employee at ZEISS!

• Medical

• Vision

• Dental

• 401k Matching

• Employee Assistance Programs

• Vacation and sick pay 

• The list goes on! 

The annual pay range for this position is $84,400 - $105,500.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).