Customer Success Manager

Regional Customer Success Manager

The Regional Customer Success Manager is responsible for managing a team of Customer Service Representatives and Customer Success Managers, bridging the gap between the customer and our organization. The principal objective of this role is to ensure that each touchpoint across the customer journey is engaging, efficient, and effective, while supporting the strategic direction of the business and growth strategies. This role will report to the Director of Customer Service and assist in implementing policies and procedures to positively impact overall team efficiencies. In addition, this role is responsible for leading positive changes across the organization to enhance the Customer Experience through the aligned development and implementation of organizational standards. The Regional Manager is expected to drive Service Excellence through individual accountability, action-based leadership to inspire and support our We Care culture and driving change to ensure a customer focused governance.

The Regional Customer Service Manager is responsible for establishing, developing, and maintaining positive working relationships with internal stakeholders, their team, and the customer. Excellent communication and leadership skills are essential to this role, along with the ability to motivate employees to consistently reach higher levels of performance and achievement.

Responsibilities

Regional Responsibilities: Responsible for driving measurable improvements to increase service metrics (customer health, customer satisfaction, overall customer experience) and financial outcomes (billing accuracy, upsells, net retention), while remaining aligned with organizational business objectives.

Data Management Skills: Responsible for data-driven decision making and real-time account intelligence (at scale) to provide teams across specified region with key insights needed to improve the customer experience efficiently and effectively.

Leadership: Ability to focus on the process not just the outcomes to maintain motivation across the team and skillfully balance expected results with acknowledgement and celebration of the process. Must be able to continually embrace an evolutionary approach, seeking new methods to improve individual and team performance, while adopting best practices to align with employee strengths.

Communication: Responsible for effective communication, both internally and externally. The Regional Customer Success Manager will establish and enforce processes to create fewer touch points for the customer to successfully receive pertinent information. Responsible for establishing and supporting defined processes for consistent, clear, and timely communication from our Customer Service team to the customer. This role is responsible for driving effective cross-collaboration, with internal stakeholders, external ecosystem and customers, a vital function to collective success.

Development: Responsible for both leading and assigning training, performance reviews and employee development as it relates to the team's needs and goals.

Your Profile

Education & Experience

• 10+ years of Customer Service experience.
• 4+ years in a leadership capacity, while leading teams of 20 or more.
• Bachelor's degree preferred or equivalent education and experience.
• Experience working on transformational programs or Change Management initiatives
• Graduate degree in business, management, social science (or related field) preferred
• Proven track record building customer centric teams and Customer Support/Success technology domain knowledge preferred
• Order to Cash experience (PO to invoice), ERP expertise and an understanding of integrated technologies.
• CRM Experience required, preferably Salesforce.
• Bachelor's Degree in Business or related field.
• Experience in/demonstrated knowledge of Customer Service best in class practices and industry benchmarks

Our Offer

• We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.
• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options as well as 401(k)