Customer Operations Manager

Drive innovation, build relationships, and make a real impact every day.

The CET Customer Operations Manager is embedded in the Large/Complex Customer collaboration with customer service, logistics, PMO and finance to enable the transactional business of the L/C customers. They are a dedicated resource in the Customer Experience Team and responsible for uncovering and executing on the customers’ critical levers to not only grow share of wallet but remove obstacles allowing the customer to fully align with Hilti as a value-added partner. The COM is a critical role in the CET and responsible for uncovering and executing on the customer operational level relationship with Hilti.

What You’ll Do

• Brings strong analytical and problem-solving skills in order to manage complex customer opportunities by breaking it down into manageable parts in a systematic and detailed way
• Manages customer experience through collecting and analyzing customer feedback and touchpoints
• Cross functional responsibilities to problem solve with other Hilti stakeholders on customer specific needs/requests
• High expectation of internal coordination amongst many departments and leaders
• Strong knowledge of Hilti processes and how to navigate the matrixed organization
• Acts on behalf of Hilti within customer environment – utilizing Hilti expertise to further improve the customers solution choices
• Key contributor for account capture coordination meetings acting as coordinator and liaison to move the business forward with behind-the-scenes activities enabling team members to gain efficiency
• Competent written and oral communication with customers and internal stakeholders
• Forward-looking, motivated, collaborative team members as well as independent minded individual requiring minimal direction from Management
• Provide feedback as needed to product and technical departments on customer needs as they relate to products, software, or other programs
• Strong presentation skills to be able to deliver updates to EMT and customers alike
• Other duties as needed or assigned
  

What You’ll Bring

• Bachelor’s Degree or equivalent Hilti experience, required
• Minimum five years of Hilti relevant experience, required
• Ability to engage and influence multiple stakeholders (e.g. HUB, Mos, customers), required
• Project Management Experience, preferred
• Experience in customer facing role, strongly preferred
• Capacity to conceptualize an idea and take it through to a tangible solution, required
• Good communication as well as project management skills, required
  
  

What's In It for You

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability