What are the responsibilities and job description for the Customer Success Manager, Customer Service Manager, Customer Support Manager position at Pel-Freez, LLC?
Job Description
Job Description
JOB SUMMARY
The Custome Success Manager is responsible for managing sales processes, building unity between Operations, Quality, Forecasting, International & Domestic Shipping departments and Executive Account Managers. A successful candidate will develop and maintain strong relationships with all team members. This role is a key member of the sales team and is focused on achieving company objectives and initiatives by ensuring alignment with business goals and market demands.
ESSENTIAL DUTIES, FUNCTIONS, AND RESPONSIBILITIES
Strategy & Planning :
Design, implement and manage customer support strategies to achieve sales goals and revenue targets.
Analize customer needs and provide direction to align finished goods production to supply the known demand.
Identify opportunities, strengths, weaknesses and threats.
Collaborate with marketing, product development, operations, quality, materials management and leadership to align sales strategies with overall business objectives.
Client Relationships Management :
Establish and maintain productive and professional relationships with key personnel in assigned customer accounts.
Develop strategic relationships with national and regional accounts to understand their business strategies and identify opportunities for profitable growth.
Contract negotiations, ensure client satisfaction to drive long-term partnerships.
Handle client issues and resolve them efficiently and effectively.
Negotiate and close agreements that align with the company's strategies and goals.
Collaborates with Operations and Finance Departments in sales program administration and cash collection.
Operations :
Monitor and analyze performance metrics, suggest improvements, and prepare monthly, quarterly, and annual sales forecasts.
Use CRM software, spreadsheets, dashboards, and other tools to track and analyze sales data.
Manage budgets, forecasts, and resource allocation to optimize team performance.
Ensure adherence to company policies, industry standards, and compliance requirements.
Perform research to identify new potential customers and market opportunities.
Stay up to date with new product launches and ensure the sales team is well-informed and equipped to promote these products effectively.
Effectively represent Pel-Freez at customer events, industry conferences, and trade shows to build brand awareness and foster client relationships.
Utilize negotiation skills to secure favorable terms and prices for all sales.
EDUCATION & RELATED EXPERIENCE
Bachelor's degree in Business, Marketing, or a related field.
Experience in customer success and / or sales management.
KNOWLEDGE, SKILLS, AND ABILITIES
Strong experience in fundamental sales functions and process controls.
Proven track record of managing high-performance sales teams and achieving sales targets.
Hands-on experience with CRM software and Microsoft Office Suite.
Excellent communication, presentation, and leadership skills.
Strong negotiation and customer service skills.
Analytical and data-driven problem-solving abilities.
Excellent organizational and time management skills.
Ability to travel as needed.
Experience in contract negotiation and management.
Working knowledge of market trends and behaviors.
Experience in coordinating sales efforts across different regions.
Strong supervisory and leadership skills.
SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERS
Set performance goals, monitor progress, and provide ongoing coaching and feedback to ensure team success.
Foster a positive, results-driven work environment.
Exhibit extreme ownership.
Solutions focused for both, internal and external customers.
Become the Dept subject matter expert
Be committed to customers' success both internal and external.
Support company strength through a teamwork mindset.
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