Customer success manager Jobs in Kansas City, MO

Description

Position Description

Kraft Tank Corporation is looking for a Customer Success Manager who will be responsible for leading our Leasing Coordinators and providing additional oversight of the Leasing Product Specialist team. This role is designed to oversee all facets of the inventory procurement process and the pre- and post-leasing execution process to ensure accurate and timely processing, while continuously striving to deliver an exceptional customer service experience to our clients. Additionally, the CSM will work side-by-side with the Director of Leasing on high level support initiatives to further improve the overall process flow and execution of the department. Your duties will also include daily supervision, management, and motivation of the Leasing Coordinators with a focus on fostering collaboration and strong department culture.

Position Responsibilities

• Oversee the equipment life cycles process, focusing on accuracy tracking, internal inventory uploading, and proactive internal / external updates regarding any changes.
• Manage the on-going maintenance of equipment inventory on the company website, truckpaper.com, and Salesforce to ensure overall accuracy.
• Oversee the daily processing of new / used trailer customer deal packets to ensure all documentation, billing, and payments occur timely to meet all internal / external process milestones.
• Coordinate the Asset Manager to have all trailers photographed for sales and marketing purposes.
• Coordinating cross-functionally with the Service and Parts team as needed to ensure upfitting services are completed in a timely manner for sales orders.
• Negotiating and scheduling transportation and delivery of inventory as needed for customers with authorized freight transportation companies.
• Assist the Director of Leasing with developing the processes and procedures necessary to support their strategic plans to expand our customer base and increase market share.
• Familiarize yourself with the full suite of Kraft products and services (Leasing, Parts, Service etc.) to better support customers and further relationships.
• Lead by example by demonstrating commitment, expertise in processes, and a strong work ethic.
• Set daily, weekly, and monthly sales processing and activity goals to hold your team accountable for ensuring all metrics and deadlines are achieved.
• Conduct coaching conversations as needed to develop skills, adapt to new situations, and increase their efficiency.
• Prepare and assign individual actions plans and targets to all team members.
• Provide professional after-sales support to maximize customer loyalty.
• Assist in creating training courses and educational materials.
• Promote value through customer experience. Review customer complaints and concerns and seek to improve the customer experience.
• Analyzing customer data to improve customer experience.
• All other duties and responsibilities as directed and required.

Requirements

Preferred Qualifications / Experience Requirements

Physical Requirements