Customer Success & Technical Training Manager

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

The Customer 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 combines strategic leadership of customer success initiatives with technical training and knowledge transfer, ensuring customers are informed, confident, and equipped to leverage our high-speed interconnect solutions. The Manager will work closely with Sales, Engineering, NPI, Operations, and Quality teams to 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.
• Curious - Possesses an inquisitive mind. Seeks new information and experiences and explores novel possibilities.

KEY RESPONSIBILITIES

 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. Establish KPIs to measure customer success performance (NPS, CSAT, adoption rates, support response times).
TECHNICAL TRAINING & ENABLEMENT	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. Build scalable onboarding programs to support multiple global customers.
CROSS-FUNCTIONAL 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. Identify gaps in internal and customer knowledge and implement solutions to address them.
TEAM MANAGEMENT & DEVELOPMENT	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. Promote a culture of continuous learning and customer-first thinking across the organization.
PROCESS & TECHNOLOGY OPTIMIZATION	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. Monitor metrics and continuously improve workflows to enhance efficiency and customer satisfaction.

KEY COMPETENCIES

• 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
• Analytical skills to measure and improve customer outcomes

 

QUALIFICATIONS & EXPERIENCE

• 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.

WHY WORK FOR US?

• Competitive Compensation package- We offer a competitive compensation package, including competitive salaries, retirement plans, and comprehensive benefits.
• Opportunity for Global Impact- Make a tangible contribution within the organization by shaping the company’s technological future. Lead projects with an international scope, gaining exposure to diverse markets and cultures.
• Growth and Advancement: Our company is on an accelerated growth trajectory, and that translates to growth and advancement opportunities for our team, including access to training and development and education allowances.
• Autonomy and Ownership- Be part of a dynamic environment where your ideas are valued and you can take ownership of projects and initiatives, fostering a sense of accountability and accomplishment
• Commitment to Diversity: Amphenol is committed to fostering a culture of inclusion and belonging where individuals of all backgrounds can thrive and contribute their unique and valuable perspectives.
• Rewards, Benefits and incentives- Participate in our progressive employee incentive plans, retirement plan, and generous benefits package that includes health, dental, vision & traveller’s insurance as well as a Health Care Spending Account.
• Amazing team- Work with motivated, passionate teammates in a collaborative culture where cross-functional teamwork is encouraged.

Come join the Amphenol family!