Manager, Customer Success

The Manager, Customer Success is responsible for leading and managing the team of Account Managers and Order Entry Specialists to ensure an efficient operation of the Account Management Department. Utilizes customer service and operations experience to provide leadership, support, training, and performance monitoring to the designated team to meet and exceed departmental goals.

Responsibilities:

• Leads and manages a team of Account Managers. This includes training, coaching and performance monitoring.
• Develops and implements strategies to improve departmental efficiency, productivity, and quality of service.
• Fosters a positive team environment that promotes collaboration, teamwork, and continuous learning and improvement.
• Collaborates with cross-functional teams to ensure seamless delivery of services to customers.
• Evaluates and improve departmental processes and procedures to maximize efficiency and customer satisfaction.
• Resolves, escalates, and communicates issues through the proper management channels.
• Identifies present and future staff needs.
• Monitors departmental staff’s performance and determine if there is a need for additional training and/or development plans.

Qualifications:

• High School Diploma or equivalent required.
• Three years related experience and/or training; or equivalent combination of education and experience preferred.
• Proficient in Microsoft Office Suite or related software.
• Proficient in AS400 and PC Miler.
• Demonstrated ability in developing and implementing Customer Service processes and procedures.
• Ability to identify process tools and implement Standard Operating Procedures related to Customer Services operations.
• Required to work intermittent weekends based on business needs.

Job Benefits:

• 401(k)
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance

Benefit Conditions:

• Only full-time employees are eligible.

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