"Alerted.org

Job Description

This role will be responsible for leading a team of 5 Customer Success Representatives and 9 Strategic Account Managers. The Customer Success Manager is responsible for supporting and continuously building a strong framework for a customer success organization, focused on developing and sustaining strong relationships and programs with customers, commercial organization, and cross functional stakeholders across back-office / supply chain organizations. The Customer Success Manager is responsible for monitoring the customer experience to ensure service levels are met or exceeded. This role must have experience in customer support / success, commercial development, and account management. The candidate will be innovative, persuasive and results driven.

Essential Duties and Responsibilities:

- Establish a sustainable Customer Success Infrastructure, policies and procedures, standard operating procedures, Key Performance Indicators with a strong focus on development and career paths, all while developing employee advocates for the organization

- Build an empowered and highly engaged team with both quantitative and qualitative metrics to measure and develop technical skills and core competencies.

- Lead and empower the customer success representatives to build relationships with assigned customers, help to resolve issues, continually drive process improvement with a customer obsessed attitude, making the customer experience effortless.

- Build an operational excellence culture by implementing customer success standards to ensure we optimize our operational effectiveness, mitigating downstream defects and rework, measured through Net Promoter Scores and other key metrics. Reduce the cost to serve for both ASP and the customer, while proactively evading dissatisfaction or loss of business.

- Be a strong customer advocate while capturing feedback and reporting back to key stakeholders and product management and development.

- Build a data driven organization to effectively measure and meet our financial objectives.

- Work with customers and internal stakeholders to measure that they are effectively finding value in our services and products while ensuring projects / department milestones / goals are met while adhering to approved budgets.

- Work closely with our Commercial team to free up their time by eliminating the need for them to focus on transactional and operational activities.

- Conduct applicable weekly / monthly / quarterly business reviews as applicable.

- Grow out revenue by supporting new customer on-boarding, product conversions, upgrades, and increased usage.

$90,000 to $100,000- Exact compensation may vary based on several factors, including skills, experience, and education.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

- 5+ years’ experience leading a team of customer success, inbound sales representatives, or strategic account managers

- Previous experience creating the customer service/strategic account manager infrastructure, SLAs, KPIs

- Previous experience in supply chain management/e-commerce with the ability to solve customer problems proactively

- Strong executive communication

- Ability to train/mentor employees through training and mentoring

- Strong understanding of value drivers in recurring revenue business models

- Excellent verbal and written skills

- Proficiency with Microsoft Office Suite