Customer Success Manager

The Customer Success Manager will report to the Director of Operations and will be responsible for managing customer accounts. Customer Success Managers are leaders serving as the face of the organization and are expected to deliver exceptional customer service to all stakeholders. They will serve as the designated individual for customers and therefore will be expected to be knowledgeable in other areas of the business, to provide a comprehensive level of customer service. In addition, they must help troubleshoot and problem solve any issues that arise or are brought to them by the customers. Eventually this role will transition to supervisor level, leading general account managers that will be hired as customers and accounts grow.

CUSTOMER SUCCESS MANAGER RESPONSIBILITES:

• Serve as account manager for customer accounts, including but not limited to:
  • Onboard new customers and provide ongoing updates to management on needs for implementing onboarding enhancements or best practices.
  • Build strong and meaningful customer relationships that drive loyalty to the organization.
  • Work as a liaison between the finance and warehouse teams to ensure orders are paid for, processed, and shipped in a timely manner.
  • Respond in a timely manner to customer communications, including notifying & following up with other departments on outstanding customer needs.
  • Utilize resources to maintain data integrity and accuracy within customer accounts, ensuring updates are made when needed.
  • Proactively communicate with customers and anticipate upcoming needs.
• Daily entry of customer orders into ERP system, which includes, but is not limited to:
  • Ensuring the customer license is active
  • Suspicious Order Monitoring Checks
  • Importing EDI orders and performing turnarounds
  • Entering email orders and responding to customers with estimated delivery dates
  • Ensuring pricing is correct and relevant pricing rules are in effect for discount customers
  • Releasing orders and preparing pick tickets for warehouse team
• Lead the accounts and warehouse team in championing a commitment to providing high levels of customer service by the following:
  • Create and utilize a customer service dashboard to track progress and communicate with internal departments on customer requests and inquiries.
  • Providing front-line customer service, including service recovery.
  • Prioritize serving as a customer advocate, ensuring feedback is heard and acted upon, therefore closing feedback loops.
  • Handle escalated customer issues and ensure timely resolution.
  • Map the customer experience by identifying challenges and proactively find solutions to improve customer satisfaction.
  • Work with leadership to create surveys and cadence of interactions to collect data and insights on the customer experience, including ongoing analysis and preparing recommendations of practice changes with leadership.
• Ensure compliance with relevant regulations and company policies.

CUSTOMER SUCCESS MANAGER REQUIREMENTS:

All Customer Success Manager’s must meet the following minimum requirements:

• Bachelor’s degree required
• Must pass background check and pre-employment drug screen prior to start date
• Must possess strong leadership skills, including high skillsets in the following: self-awareness, organization, relationship-building, empowering others, present yourself as constant and consistent, and serve as role model for others within the team and organization
• Excellent verbal and written communication skills
• Exceptional time management skills with a proven ability to multitask and meet deadlines
• Computer proficiency in Microsoft Office suite with ability to learn new business applications

Soft skills required for this position: multi-tasking, problem solving, empathy, industry knowledge, collaboration, teamwork, documentation skills, PC proficiency, organization, creating and maintaining a safe and effective environment.