The Customer Success Manager leads Customer Success and Fulfillment Teams by overseeing day-to-day operations and ensuring tasks are completed efficiently. The role focuses on achieving goals, enhancing departmental performance, and improving processes while providing detailed performance reporting to leadership. Experience with remote or distributed teams is preferred.
RESPONSIBILITIES
● Effective communication with internal and external customers and stakeholders
● Serve as an escalation point for Customer Success team. Make precise and accurate decisions based
on limited information to have both the customer’s and company’s best interest in mind
● Accurately set and monitor DEDs with external warehouses and suppliers
● Monitor fulfillment processes. Identify gaps and provide reactive solutions as well as proactive process
improvements to increase fulfillment rates
● Provide new operational efficiency and cost savings to the company
● Provide “back office” support and guidance to customer support team
● Continually coach and train your current team of employees
● Constantly recruit and keep a network of potential candidates
● First level escalation for customers to support Customer Success and Logistics agents
● Establish and maintain daily and weekly meeting rhythms with the department
● Be the first line of communication with assigned customers providing follow up on recent orders,
shipping status, delays and rescheduling deliveries as needed
● Build, develop, document and update internal processes and procedures in accordance with QMS
CULTURE COMPETENCIES
QUALIFICATIONS
● Strong attention to detail
● Excellent organizational capabilities
● Continually outperforms goals and surpasses targets and KPIS
● Self motivated and self starter
● Advanced to Expert knowledge of MS Office Suite (MS Excel in particular)
● Ability to multitask on high priority and sensitive items.
● Minimum 2 years of experience in a similar capacity, including supervision of direct reports
REQUIREMENT
To achieve or exceed individual monthly goals.
15 days PTO
20 days PTO after 3 years
2 Floating Bank Holidays
401k
Insurance
Company Laptop
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