Customer Success Manager

Customer Success Manager

The Customer Success Manager will negotiate with critical vendors for the purchase of all materials, supplies, equipment and services used by Plastic Express. Must be able to continuously demonstrate strong communication skills and effective management discipline. Must foster trusting relationships with colleagues, vendors and clients. The Customer Success Manager will handle numerous projects and must ensure projects are delivered on time, meeting company requirements and goals. Must be able to lead or assist in the planning, implementation and introduction of projects and purchases. This role significantly impacts operational groups and departments.

The Customer Success Manager will work closely with and provide prompt feedback to the Executive Steering Group, Sales and Marketing, Accounting, Human Resources and company management. During the course of business, the Customer Success Manager is not to share any confidential information with anyone other than their direct manager or Executives of Plastic Express.

Essential Functions / Duties :

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience
• Establishes performance metrics for customer success representatives
• Establishes service levels and requirements for the department
• Develops and implements methods to record, assess, and analyze customer feedback
• Develops and implements training and quality assurance programs for new hires and experienced employees
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Acts as a liaison between the customer success department and other divisions in the company
• Drafts and implements the department's budget
• Performs other related duties as assigned

Additional Specific Duties :

Qualifications :

Required Education and Experience :

Preferred Education and Experience :

Physical Demands :

Skills :

Additional Job Details :

Supervisory Responsibility : Recruits, interviews, hires, and trains departmental supervisory staff. Oversees the daily workflow of the department. Provides constructive and timely performance evaluations. Handles discipline and termination of employees in accordance with company policy.

Work Environment : This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers / scanners. May be required to also conduct warehouse walk-throughs to validate inventory of material.

Position Type / Expected Hours of Work : This is a full-time, exempt position. Days and hours of work are normally 7 : 30 am 3 : 30 pm. Hours can be adjusted as needed to meet the needs of the customers.

Travel : Little to no travel is expected for this position.

Benefits and Perks : Family health benefit packages - after 90 days. Vacation pay - after 90 days. Holiday pay - after 90 days. Company matching 401k retirement program - after 90 days.