Customer Success Manager

Essential Duties

· Act as the go-to person for customer inquiries, providing timely and effective solutions to ensure their satisfaction.

· Tackle customer challenges head-on, using your problem-solving skills to turn issues into opportunities for improvement.

· Cultivate strong, lasting relationships with customers, understanding their needs, and advocating for their success within the company.

· Anticipate customer needs and proactively reach out to offer support, guidance, and insights.

· Gather and relay customer feedback to internal teams, driving product enhancements and improving customer experience.

· Other duties as assigned.

Teamwork and Metrics:

· Responsible for Manage Overall Customer Experience

· Develop and roll out Customer Success processes for ongoing efficiency and effectiveness improvements. Provide a clear view of customer success metrics to the full team.

· Work with Team Managers to standardize and deeply define Customer Success for each department. Provide insight and relay the voice of customers within these teams, including Sales, Marketing, Product, Production, Transportation, Accounting, Projuct Dev, Process Improvement, and Graphics/CAD.

· Work with the Marketing Team to develop Visual and Written resources that provide education for customers.

· Develop an Onboarding process for New Customers that increases the best success for retention.

· Review Customer Concerns, seeking to improve the overall customer experience. Provide Metric reports to Managers in effort to improve Customer Success in each department.

Education Requirements

· Experience: Minimum of 3 years in customer success, customer service, account management, or a related role.

· Education: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.

· Exceptional Communication: Clear, concise, and empathetic communication skills, both verbal and written.

· Problem-Solving Prowess: Strong analytical skills with a knack for turning challenges into solutions.

· Tech-Savvy: Ability to quickly learn and navigate new software and technologies.

· Team Player: Collaborative spirit with the ability to work seamlessly with cross-functional teams.

· Organizational Skills: Stellar organizational skills and attention to detail.

Job Knowledge & Qualifications

· Empathy: Able to understand and empathize with customers' needs, feelings, and challenges.

· Strong Communication Skills: Effectively convey information, listen actively, and respond promptly.

· Problem-Solving Ability: Quickly identify problems, analyze situations, and provide effective solutions.

· Product Knowledge: Deep understanding of the company’s products and services.

· Customer-Centric Mindset: Prioritizes customer success and works diligently to ensure they achieve their goals.

· Analytical Skills: Track and analyze customer data to identify trends and make informed recommendations.

· Adaptability: Adapts to changing circumstances, new technologies, and evolving customer needs.

· Technical Aptitude: Good level of technical knowledge and ability to learn new software quickly.

· Team Collaboration: Works well with cross-functional teams like sales, marketing, and product development.

· Resilience: Remains calm and composed under pressure.

· Leadership Skills: Guides customers and influences team members towards achieving shared goals.

· Attention to Detail: Pays close attention to details to ensure consistent and high-quality customer experience.

Physical Requirements

· Minimal physical exertion may be required

· Regularly required to sit for long periods of time.

· Regularly required to climb stairs.

· Occasionally required to bend or squat for short periods of time.

Personal Protective equipment

· Safety Glasses and/or hearing protection may be required while performing specific tasks

Work Environment

· Works in an office environment.

· Moving to and from facilities.

Additional Notes

· Will be required to perform other duties as requested, directed, or assigned by management.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to the classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.