Job Description
This role directly supports the company's budgeting, planning, and execution of purchasing decisions through maintaining proactive and responsive communication with customers.
The Customer Success Manager for North America is responsible for delivering a seamless and high-quality experience to a rapidly growing rental and capital customer base within the U.S.
Key responsibilities include leading the Customer Experience team, driving performance, productivity, and continuous improvement through hands-on coaching and training.
Key Responsibilities:
* Directly manage the North America Customer Success team
* Establish and monitor team performance goals
* Actively manage/resolve customer complaints by identifying root causes and implementing long-term solutions
* Maintain accurate timekeeping/personnel records
Requirements:
* Bachelor's degree, preferred. Committed to continuous learning and professional development
* 7 years of relevant business/customer service experience, including a minimum of 5 years in leadership over at least 10 reports
* Strong customer service orientation and team leadership skills
* Excellent composure, active listening/written/verbal communication abilities, creative problem-solver with proactive mindset
What We Offer:
* High visibility to upper management, with opportunities to expand the role and continue professional development
* Rewarding and collaborative culture, allowing you to be a change agent by implementing greater efficiencies, improving processes and building out controls
* Competitive base salary, annual bonus and full benefit package