Job Title: Customer Success Manager
About the Role:
This is a key position in our organization where you will play a crucial role in driving customer success initiatives and leading a small team to achieve this goal.
You will be responsible for being the first point of contact for client queries, support, and escalations. This will require strong communication and problem-solving skills to manage customer relationships effectively.
* Manage job submissions for rates, water notices, and other customer jobs.
* Conduct post-run reviews and proactive customer calls.
* Plan and schedule jobs, coordinating with data, development, and production teams.
* Monitor stock orders and levels for customers.
* Prepare and issue customer invoices and maintain accurate job records.
Responsibilities:
1. Be the primary contact for clients, ensuring their needs are met and concerns addressed in a timely manner.
2. Lead a small team to drive customer success initiatives and ensure KPIs and service levels are met.
3. Collaborate with cross-functional teams to deliver results and improve processes.
Requirements:
* A minimum of 3 years' experience in a customer-facing role, preferably in a similar industry.
* Strong administrative and organizational skills, with high attention to detail.
* Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
About Us:
We are a dynamic and innovative company that values teamwork, creativity, and continuous improvement. Our mission is to provide exceptional customer service and support, while driving business growth and success.