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Customer Success Specialist

Job Details

Job Location

Corporate Headquarters (Sewell, NJ) - Sewell, NJ

Position Type

Full Time

Job Shift

Day

Job Category

Customer Service

Description

Company Overview:

For over six decades, the Delaware Valley Floral Group (DVFG) has been at the forefront of providing professional retail florists, event designers and supermarkets across the nation with the highest quality of fresh cut flowers, greens, botanicals, and floral supplies. Established in 1959 as a modest family venture, the DVFG has flourished into one of the largest floral distribution companies in the United States.

Our modern corporate headquarters, spanning over 100,000 square feet, is strategically situated in Sewell, New Jersey. Complementing this central hub are multiple satellite logistics, distribution and sales facilities located in key geographical regions, including Edison, NJ, Jessup, MD, Hauppauge, NY, Syracuse, NY, Hartford, CT, Wilkes-Barre, PA, Shrewsbury, MA, Pittsburgh, PA, Cleveland, OH, Richmond, VA, Miami, FL and Oxnard, CA.

Our mission extends beyond just being a floral wholesaler to our customers; We Aspire To Be Their Most Valuable Supplier. Every member of our team plays a pivotal role in ensuring our customers receive the best possible products and services to help their business grow. We recognize that our employees are the cornerstone of our success as well, which is why we are committed to fostering a family-oriented culture where every individual's contributions are deeply valued and appreciated. Join us in shaping the future of floral distribution and become a part of our dynamic team here at the DVFG!

We offer an excellent and comprehensive benefits package, which includes medical, dental, vision, short-term disability, long-term disability, company-paid life insurance, voluntary life insurance, and a 401(k) plan.

Delaware Valley Floral Group is an equal-opportunity employer committed to hiring a diverse workforce at all levels, fostering a culture that enables us to better serve our customers, employees, and communities.

The Customer Success Manager leads the Customer Success team to provide ongoing support to our customers. This role is responsible for building relationships through onboarding, improving customer satisfaction, and implementing new programs to increase revenue potential and minimize customer churn rates. Additionally, the CSM serves as the voice of the customer for internal projects and initiatives to support our vision of being our customer’s most valued supplier. They are responsible for department strategic planning and involvement in organizational initiatives. This is a full-time, exempt position. Regular hours of work are Monday through Friday day shift, with the ability to flex schedule to different times as needed to accommodate sales and customers.

The Customer Success Specialist is a key role in our customer-centric organization, responsible for guiding customers through their journey. They ensure customers have a smooth and efficient onboarding experience, have the training, resources, and support needed to effectively utilize our product offerings, maximizing their satisfaction and success. This role is integral in building strong relationships and fostering long-term customer loyalty. This is a full-time, non-exempt position. Regular hours of work are Monday through Friday day shift, with the ability to flex schedule to different times as needed to accommodate sales and customers.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Manage the end-to-end onboarding process for new customers, ensuring a smooth and positive experience.

+ Conduct initial training sessions for new customers and serve as the primary point of contact during the onboarding phase, addressing customer questions and concerns promptly.

+ Advocate for customer needs by gathering feedback about their experience and identify recurring challenges or opportunities.

+ Actively participate in enhancement projects that improve efficiency, reduce time-to-value, and increase customer satisfaction.

+ Ownership of assigned customer accounts, driving revenue growth and satisfaction.

+ Serve as overflow and back up support for sales team during peak seasons or resource constraints.

+ Proactively communicate with customers to provide progress updates, answer questions, and offer additional assistance.

+ Document and communicate customer needs, goals, and any specific requirements to the Customer Success Manager.

+ Develop and deliver tailored training sessions for customers, focusing on functionalities and best practices. Create and update training materials, such as user guides, video tutorials, and FAQs, to support customer self-service.

Supervisory Responsibility:

This position does not directly supervise any direct reports

Work Environment:

This position operates in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. At times, this position may require occasional trips to the warehouse and cooler environment (34 degrees).

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to talk, hear and read. This position involves sitting for extended periods of time while working at a computer terminal. Positions in this job family typically work in an office setting but may be assigned more physical duties such as transporting office supplies and equipment and bending and stooping to file. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel:

This position may requested for occasional travel to customers and events

Qualifications

Required Education and Experience:

+ 2+ years relevant experience in support, customer success, account management, sales, or similar roles.

+ Passion for delivering a fantastic customer experience.

+ Tech-savvy with the ability to quickly learn and explain products.

+ Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field (preferred).

+ Relevant Certifications such as Customer Success Management, Customer Experience, or Project Management (preferred)

+ Proficiency in Apprise, Microsoft Office (Word, Excel, Outlook, PowerPoint. etc.) and Customer Relationship Management (CRM) software

+ Experience using training tools and platforms for conducting virtual training sessions

+ Excellent verbal and written communication skills