Customer Success & Technical Training Manager
9 days ago
Santa Clara
Job Description Customer Success & Technical Training Manager - HSIO CN Summary of Business: Amphenol Communications Solutions (ACS), a division of Amphenol Corporation, is a world leader in interconnect solutions for Communications, Mobile, RF, Optics, and Commercial electronics markets. Amphenol Corporation is one of the world's largest designers and manufacturers of electrical, electronic and fiber optic connectors and interconnect systems, antennas, sensors and sensor-based products and coaxial and high-speed specialty cable. ACS has an expansive global presence in research and development, manufacturing, and sales. We design and manufacture a wide range of innovative connectors as well as cable assemblies for diverse applications including server, storage, data center, mobile, RF, networking, industrial, business equipment, and automotive. ROLE SUMMARY AND PURPOSE TheCustomer Success & Technical Training Manager is responsible for ensuring HSIO CN customers achieve maximum value from our products and services through a seamless customer journey and robust technical enablement. This role combinesstrategic leadership of customer success initiativeswithtechnical training and knowledge transfer, ensuring customers are informed, confident, and equipped to leverage our high-speed interconnect solutions. The Manager will work closely withSales, Engineering, NPI, Operations, and Quality teamsto deliver customer-focused solutions, improve adoption, and translate complex technical concepts into actionable guidance for customers. ATTRIBUTES • Customer Centricity: Always advocates for the customer, ensuring solutions and training deliver real value., • Quality Mindset: Proactively identifies potential fail points in products, processes, and support; drives continuous improvement., • Problem-Solving Orientation: Analyzes complex issues and implements practical, sustainable solutions., • Analytical Thinking: Uses data and metrics to guide decisions and measure impact., • Collaboration & Influence: Builds trust and works effectively across functions and global teams., • Adaptability & Agility: Navigates a fast-paced, matrixed organization and adapts to evolving customer and business needs., • Leadership & Coaching: Inspires, mentors, and develops team members for high performance and growth. The Customer Success and Technical Training Manager's key responsibilities include, but are not limited to: ACTIVITY DESCRIPTION CUSTOMER SUCCESS LEADERSHIP • Define and implement a customer success strategy aligned with HSIO CN business goals., • Drive initiatives to improve customer satisfaction, retention, and long-term partnerships., • Serve as the voice of the customer, ensuring feedback drives product and process improvements., • Lead the development and delivery of technical training programs for customers, including workshops, webinars, and product documentation., • Ensure customers fully understand product specifications, installation, operation, and troubleshooting., • Collaborate with Engineering and NPI teams to translate technical product knowledge into accessible training materials. COLLABORATION • Partner with Sales, Product Marketing, Operations, and Quality teams to align customer experience initiatives with business objectives., • Work with NPI teams to ensure smooth product adoption and knowledge transfer during new product launches., • Recruit, mentor, and develop a high-performing team of Customer Success Managers and Technical Trainers., • Establish clear objectives, success metrics, and professional development plans for the team., • Implement and optimize customer success and training processes, leveraging CRM, MES, ERP, and BI tools., • Develop digital resources, e-learning modules, and knowledge management systems for scalable training., • Strategic thinking and customer-centric mindset, • Technical acumen with the ability to simplify complex concepts, • Leadership and team-building capabilities, • Operational and project management expertise, • Bachelor's degree in Engineering, Business, or related field; MBA or Master's preferred., • 10+ years of experience in customer success, technical training, or customer-facing roles in electronics, connectors, or high-tech manufacturing., • Proven experience in managing cross-functional teams and global customer programs., • Strong understanding of product lifecycle, NPI, and manufacturing operations., • Experience with CRM, MES, ERP, and BI tools; comfortable leveraging technology to drive customer engagement., • Exceptional communication, coaching, and stakeholder management skills., • Must be able to travel internationally up to 50%