Customer Success Manager

This position is part of the Customer Experience service model. The role is responsible for leading a team of Assistant Managers who provide customer support by building relationships with new and existing accounts for the business. The Customer Experience Manager drives success through the leadership of the customer-facing associates within the Customer Experience Organization. The role will focus on customer relationships and retention by ensuring the team of Account Managers provide necessary customer support through efficient deployment of resources and engagement with Region and Onsite departmental leaders.

Duties and responsibilities:

Relationship Building – customer visits, presentations and business reviews with team as needed, maintain relationships with Region and OnSite department leaders, build effective relationships with current/prospective customers, engage with National Sales Leaders

Escalation of customer actions including leading cross-functional collaboration to resolve issues and challenges

Resource Management – responsible for ensuring team is properly staffed, account management, executing performance management policies, business planning, escalation point of contact for customer issues, drives collaboration between Region/OnSites

Leads a team of Managers, and as a team is directly responsible for escalation and achievement of service levels, compliance, customer satisfaction, and issue resolution.

Team Development – coordinate applicable training to drive success; industry/concept/segment knowledge, internal and external technology solutions, account management, communication, time management, etc.

 

Abilities and skills:

Ability to manage and motivate a customer service organization comprised of contract business

Ability to manage end to end initiatives through challenging deadlines across Sales

Act as an escalation point for customer challenges through appropriate teams

Strong communicator both internally and with customer

Effectively present skills, problem solver and ability to multi-task

Expert in MS Office

 

Experience

8-10 years of Customer Management experience in B2B and responsible for delivery and managing contractual obligations.