What are the responsibilities and job description for the Customer Success Operations Manager position at Midwest Goods Inc.?
Location: Bensenville, IL
Schedule: Monday-Friday 8:30 AM – 6:00 PM
Status: Full Time (Exempt)
Compensation: $80,000
$300 Sign-On Bonus After The Completion of the 90-Day Probationary Period
Midwest Distribution, a leading vape distribution company, is seeking a Customer Success Operations Manager (B2B) to oversee the operational aspects of the customer success function. This role focuses on optimizing the processes, tools, and systems that support the customer success team in delivering an outstanding experience to our business-to-business (B2B) clients. The ideal candidate must have strong expertise in customer success strategies, process improvement, data analysis, and cross-functional collaboration, ensuring that all operational workflows are streamlined to meet customer expectations and company goals.
The Customer Success Operations Manager (B2B) will work closely with the customer success team, shipping team, sales team, logistics team, accounts team and our customers to drive operational excellence, implement scalable processes, and track key metrics to ensure customer satisfaction and retention.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Operational Management:
- Oversee the day-to-day operations of the customer success team, ensuring that processes, tools, and workflows are efficient and optimized to support the success of B2B clients.
- Develop and implement operational strategies to scale customer success processes in alignment with company growth goals.
- Collaborate with cross-functional teams (shipping, sales, logistics, product, IT) to ensure that customer success operations are aligned with overall business objectives.
Process Improvement:
- Identify inefficiencies in customer success workflows and develop strategies to streamline processes, reduce friction, and enhance productivity.
- Lead initiatives to automate repetitive tasks, implement new technologies, and integrate customer success tools (e.g., CRM, customer feedback systems) with other internal platforms.
- Continuously refine and document customer success processes to ensure consistency and high-quality service delivery across the team.
Data Analysis & Reporting:
- Track, analyze, and report on key customer success metrics (e.g., customer satisfaction, retention rates, response times) to senior management and make data-driven recommendations for improvement.
- Use data analytics to forecast customer needs, optimize staffing levels, and identify trends in customer inquiries or service issues.
- Monitor customer health scores and proactively address any operational issues impacting customer success or retention.
Team Support & Enablement:
- Provide the customer success team with the tools, resources, and training needed to efficiently manage customer inquiries, orders, and issues.
- Conduct regular training sessions and workshops on process improvements, customer management best practices, and new systems/tools being implemented.
- Ensure that customer success representatives have access to accurate and up-to-date customer data and information to enhance their interactions with clients.
Customer Journey Optimization:
- Map out the customer journey from onboarding to renewal, identifying touchpoints where operational improvements can enhance customer experience.
- Work with customer success managers to optimize the onboarding process, ensuring that clients are set up for success from the start.
- Ensure that renewals, upsells, and cross-sells are handled efficiently by improving workflows and communication between the customer success, sales, and finance teams.
Technology & Tool Management:
- Oversee the implementation and management of customer success technology tools, including CRM systems, customer feedback platforms, and ticketing systems.
- Partner with the IT department to ensure that systems are fully integrated, functioning properly, and meeting the needs of the customer success team.
- Regularly evaluate and recommend new tools or system upgrades to improve the customer success team’s efficiency and performance.
Customer Feedback & Continuous Improvement:
- Collect and analyze customer feedback to identify areas where operational changes can improve the overall customer experience.
- Partner with product, logistics, and sales teams to address recurring customer issues, and implement changes to reduce future problems.
- Lead post-mortem reviews after major customer issues to identify operational gaps and implement corrective actions.
Collaboration with Internal Teams:
- Collaborate closely with the shipping, product, sales, marketing, and logistics teams to align customer success operations with broader business objectives.
- Work with the finance and account team to streamline processes for handling customer renewals, billing inquiries, and payments.
- Act as a liaison between the customer success team and other departments to resolve issues and remove operational bottlenecks.
Qualifications
Education:
- Bachelor’s degree in business administration, Operations Management, Supply Chain Management, or a related field.
Experience:
- 5 years of experience in customer success, operations management, or a related role, preferably in a B2B environment.
- Experience in the distribution, logistics, or consumer goods industry is a plus.
- Proven track record of improving operational efficiency within a customer success or service team.
Technical Skills:
- Proficiency in CRM systems (e.g., Salesforce) and customer success management tools.
- Strong data analysis skills, with the ability to use analytics tools (e.g., Excel, Google Sheets) to drive decisions.
- Familiarity with process automation and workflow optimization tools.
Competencies:
- Excellent organizational and project management skills, with a strong attention to detail.
- Ability to manage multiple priorities in a fast-paced environment while ensuring high levels of service.
- Strong problem-solving skills, with the ability to identify inefficiencies and implement scalable solutions.
- Outstanding communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
- A data-driven mindset with a focus on continuous improvement and operational excellence.
Supervisory Responsibility
This position has supervisory responsibilities.
Work Environment
This role primarily operates in an office setting at Midwest Distribution’s headquarters in Bensenville, IL.
Physical Demands
- This role requires frequent use of computers and other standard office equipment. Periodic meetings and training sessions may be required.
- This is largely a sedentary role, and the employee must be comfortable with sitting in front of a computer for an extended period.
Position Type/Expected Hours of Work
This is a full-time position. The days of work are Monday through Friday with work hours from 8:30 AM to 6:00 PM.
Travel
Minimal travel may be required for training, client meetings, or collaboration with other departments.
Additional Eligibility Qualifications
None
Work Authorization
Must have legal authorization to work in the United States.
What We Offer
- Annual Performance Review-Up to 3% at 90-day Review. Up to 8% at yearly review
- Annual Perfect Attendance gift card Ceremony
- Casual Work Environment
- Employee Assistance Program
- Employee Birthday Celebration with Gift Card Distribution
- Employee of the Month Celebration
- Generous Paid Time off Program
- Insurance Coverage which includes Medical, Dental, Vision and Life Insurance
- Monthly Company Activities and Celebrations
- Monthly Manager Lunches
- Paid Holidays
- Potential for Advancement
- Spotlight Employee Recognition
- 401(k) with Employer Match
Midwest Goods Inc. was founded in 2014 and is a wholesale distributor of vape and electronic cigarette products. We rely on meeting our ethical principles and maintaining our business integrity, as well as our approach to our business which we call Service Spirit, Team Spirit, and Spirit of Progress. In the spirit of service, we expect all of our employees to demonstrate professionalism, enthusiasm, integrity, and a welcoming attitude to our customers, vendors, and each other. Every day our employees combine their individual skills and contributions to achieve collective success.
Our team spirit is based on a sense of shared purpose, communication, and mutual respect. Our business is to serve others and to continuously improve the services and products we provide. In the spirit of progress, we support and encourage all of our employees to shape their own future and to grow with the Company. We also encourage each employee to take the initiative and look for new, different, and innovative ways to better serve our customers and vendors.
Midwest Distribution is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regards to race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under Federal, State, or local law.
Midwest Distribution is committed to creating a workplace that inspires and enables our employees to be the best they can be so that we can grow as a company, team, and family. We believe diversity, equality, and inclusion is vital to driving our culture, sparking innovation, and achieving long-term success.
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