Customer Success Manager

POSITION SUMMARY: The Customer Success Manager is responsible for leading the centralized Customer Success Specialists group who act as a consultative partner with the customers post sale. This role will be heavily required to grow and lead the customer success team as well as design and implement processes that align with the customer success goals and objectives. This position is responsible for supporting the overall health of the customer, and additional assigned annual and quarterly objectives.  This individual should have excellent leadership and communication skills with a customer-oriented attitude. The ideal candidate has experience in managing a centralized customer support team, account relationship management, and customer retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manages the Customer Success group and works closely to set goals and strategic initiatives aimed at customer knowledge and development, retention, and expansion.
• Design and implement processes that align with the customer success philosophy, goals, and objectives.
• Oversees proactive engagement with clients to build value and ensure long term partnership.
• Manages the activities of the CSS group and responsible for coaching and development and growth.
• Manages relationships with warehouse operations and leadership to ensure customer demands are being met.
• Proactively escalates process and warehouse performance opportunities that impact the health of the customer and their ability to achieve their desired SLA’s.
• Establishes and maintains professional relationships with key personnel in assigned customer accounts. 
• Creates and generates reports, analyze data, and report findings to leadership that support customer support metrics, trends, performance as well as supports recommendations to management for strategic decisions.
• Delivers against all aspects of the customer success journey.
• Coordinates the involvement of internal resources and support to meet/exceed account performance objectives and enhance the customer experience. 
• Holds team accountable to revenue generating processes, auditing, correct charging of out of scopes and project billing.
• Evaluates the overall health of accounts on a regular basis to help avoid churn or reduction in customer revenues.
• Executes growth opportunities with accounts outside of their assigned account base.
• Manages their own and overall customer at risk activities including the building and monitoring of client action plans.
• Proactively leads initiatives to develop mutually beneficial performance objectives, financial targets, and critical milestones over the course of the year. 
• Partners with internal operational team to implement custom solutions and ensure a smooth handoff to warehouse operational teams. 
• Leads solution development later during the employee life cycle that addresses customer needs while coordinating the involvement of necessary internal resources and personnel.  
• Maintains a strong understanding of the industry, including economic factors, competitor analysis, emerging opportunities, and technological advancements. 
• Maintains high customer satisfaction ratings that meet company standards. 
• Serves as the “voice of the customer” to other departments and helps ensure that customer needs are met. 
• Creates, maintains, and drives initiatives geared towards enhancing the customer experience. 

“THE PERSON” | MINIMUM REQUIREMENTS:

• BA or BS in logistics, business, or related field preferred; Or equivalent combination of education and experience.  
• 3 or more years of management experience in a customer success/center or similar role.
• 3 or more years’ experience in strategic sales/inside sales/account management in a business-to-business sales environment or customer facing role.
• Prior experience managing relationships between a customer and 3PL organization preferred. 
• Operations experience preferred.
• Experience partnering with cross functional departments to ensure success and alignment in all areas of the organization.
• Proven ability to retain and upsell customers. 
• Demonstrated success in meeting/exceeding previous sales quotas/expectations. 
• Proven negotiation skills. 

KEY ATTRIBUTES:

• Ability to handle competing priorities at one time.
• Ability to build and maintain relationships both internally and externally.
• Impeccable written and verbal communication skills.

REASONS TO COME WORK FOR SMART:

At Smart we offer a wide range of employee benefits including, but not limited to:

• Competitive compensation packages
• A wide range of benefits including 401K with company match.
• Medical, Dental, and Vision healthcare plans
• Parental leave
• Professional growth and internal promotion opportunities due to continuous organizational growth
• Holiday pay
• Flexible work schedules for headquarter positions and multiple shift options for warehouse roles.

Smart Warehousing is an equal opportunity employer. We are committed to creating a diverse and inclusive environment, and do not discriminate based on race, age, gender, national origin, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability as well as all other characteristics and qualities protected by federal, state, or local law.