What are the responsibilities and job description for the Manager of Customer Success position at Sentrilock LLC?
Job Description
Job Description
Description :
Manage, lead, and develop department staff.
Supervise and motivate department staff to perform their responsibilities with quality and in a timely manner.
Continually evaluate staff members’ performance through excellent documentation and performance reviews
Develop employees through various methods including training and assignment of challenging tasks based on strengths.
Maintain a high level of integrity and confidentiality within the department and create an atmosphere of excellence.
Serve as a product and technical expert for the Customer Success team and stay abreast of the product changes and the technology roadmap to drive and prepare Customer Success team and customers to support SentriLock’s direction.
Serve as the CSM liaison to train and educate CSMs on how the product changes impact the Agent and Association
Communicate and apply company goals and policies.
Develop and maintain strategic customer satisfaction.
Develop strategic solutions to customer issues, concerns, education, and development.
Oversee onboarding of new business into Customer Success team
Coordinate customer trainings to ensure association and members are confident users and raving SentriLock fans.
Realize, communicate, and provide solutions for trending customer issues.
Analyze association and member satisfaction survey results and follow up with customers and develop account and employee improvement plans to ensure world class service and customer retention is maintained.
Lead customer retention meetings, establish agendas, and manage meeting commitments to ensure action agreed to is implemented.
Identify, develop, and evaluate adoption campaigns to educate our customer base and increase the number of users of our system.
Manage department budget and financial performance.
Oversee tradeshow representation and manage the tradeshow budget and surrounding expenses including travel, marketing, and sponsorship fees.
Evaluate tradeshow results to demonstrate return on SentriLock's investment and make recommendations for tradeshow presence.
Create and manage department budgets and strive to keep expenses at or below budget.
Manage customer initiatives budget to ensure a return on investment balanced with Association satisfaction.
Review and recommend ways to deliver the most customer value while reducing expenses.
Requirements :
Associate's Degree or equivalent experience, Required
Bachelor's Degree of equivalent experience, Highly Preferred
4 Account Management or Customer Service Experience, prefer in a business to business role, Required
2 Managing Employees in a Customer Service or Account Management department, Required
Willingness to travel frequently, Required
This is a hybrid position based in West Chester, OH
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