Customer Success Lead

Description


Position at LiftOne


Find Your Career With LiftOne

We're a family-owned company under our fourth generation of leadership and have built our business based on the principles of trust, integrity and a desire to help our customers and employees succeed.

LiftOne invests in people, facilities and innovative technology as part of the essential role we play in supporting our country's supply chain and enabling critical goods to be delivered to homes and businesses. We're a privately held company, and pair our scale with a strong foundation in our culture and values. This combination gives us a competitive advantage in the market and helps make us a trailblazing organization that is built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential. We offer great benefits, competitive salaries and opportunities for advancement to all our employees.

Be a part of the essential work we do at LiftOne and make a difference for our customers, our community and our company. Learn more about what it means to become a team member with LiftOne.

Summary

The Customer Success Lead is responsible for improving customer value realization of LiftOne product suite. This individual will utilize receivables data to advocate for customer satisfaction (reported by Net Loyalty Scores) while working closely with internal operations and support teams to enable customer engagement and continuous improvement efforts.

The ideal candidate should be self-directed and focused on delivering business impact. The candidate should be able to understand business problems and formulate actionable plans for customer engagement. The candidate should also be an effective communicator, capable of delivering insights in a concise and consumable manner to both technical and non-technical audiences.

Essential Functions

• Solving LiftOne customer base's long-term needs by
  • Analyze receivables issues and create actionable plans for resolution
  • Driving a reduction in Days Sales Outstanding KPI and increase in Net Loyalty Score
  • Partnering with customer and accounts receivables team to develop long term strategies not limited to communication cadences, coverage strategies, contract structure, etc.
• Build and maintain positive business relationships at multiple levels within customer accounts through
  • Proactive constant communication
  • Ensuring quality execution against expectations by rolling up customer and site level insights to branch and senior leadership
• Collaborate with Continuous Improvement team to drive processes and operational efficiencies
• Prepare written, oral, and graphical presentations to effectively communicate recommendations to customers and internal stakeholders
• Recommend new tools to guide run-the-business and exception management capabilities
• Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• Bachelor's Degree in Operations, Business Administration, or similar degree; or two to four years' related experience and/or training; or equivalent combination of education and experience.
• Excellent problem-solving skills, within a fast-paced environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Strong communication skills with ability to convey results of analyses in a clear and concise manner.
• Ability to independently handle multiple projects at a time, prioritize, and manage time effectively.
• Operate and participate in a highly collaborative team environment

Preferred Qualifications

• Understanding of operations management principles
• Working knowledge of ERP / MRP systems (e.g. SAP)
• Working knowledge of SalesForce / ServiceMax platform is a plus
• Experience utilizing data visualization tools for business insights

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

#LiftOne

EEO/AA Employer. All qualified individuals are encouraged to apply.