Customer Success Manager

Job Description

Job Description

Description:

JOB SUMMARY

The Customer Success Manager is an integral part of our support team and is instrumental in not only maintaining strong relationships with our customers but also ensuring seamless customer service and operational processes. As the manager, you play a critical role in shaping the strategic direction of customer engagement, driving customer satisfaction, retention and growth while leading a high-performing team dedicated to excellence. You strive to enhance customer satisfaction, drive the team to utilize relevant technology, standard operating procedures and contribute to the overall success of our clients, ensuring that our customer service and order management processes not only meet, but exceed our customers’ expectations. 

Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.

PSA is the world’s largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations. Our mission is to empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.

Essential Duties and Responsibilities

· Provide daily direction & communication, empowering Team to respond timely to Customers’ needs

· Lead and inspire the customer success team, fostering a culture of excellence, accountability, and continuous improvement

· Oversee the customer success department ensuring:

Daily workload to include, but not limited to: Cases, Backlog, Held Orders

All aspects of customer relationships

Exceptional service standards across all touchpoints are consistently executed

Reinforcement of Best practices and SOPs in customer engagement to drive loyalty, retention and advocacy

Brand Ambassador of our SAFE (Speed, Accuracy, Follow-through, Every time) approach to exceptional service 

Regular 1:1 and team meetings are conducted

Team members have appropriate training and other resources to perform their jobs effectively

· Provide continual evaluation of processes & procedures and makes suggestions to continuously improve methods, efficiency, and service to both internal and external customers

· Conduct Daily/Weekly QA calibrations to ensure SOP compliance

· Uphold the company’s brand and core values in a professional manner

· Recruit, train, coach and mentor customer success team members, setting clear performance standards and fostering professional growth

o Provides a seamless and quality New Employee onboarding experience

· Promote a collaborative environment that encourages innovation and use of best practices 

· Monitor and report on key performance indicators (KPIs) related to customer satisfaction, service efficiency, and team performance 

· Actively seek customer feedback regarding the order process and customer service experience

· Act as department point of escalation and collaborate cross-functional for swift resolutions

· Analyze customer interactions & transactions, identifying areas of improvement in customer journey 

· Other duties as assigned. Employees are required to follow all job-related directives and perform other tasks as requested by their supervisor.

Experience Requirements

· Bachelor’s degree in a related field

· Minimum of 7 years of experience in customer success, service, or a related field, with at least 3 years in a leadership role

· Proven track record of leading and scaling customer success teams to achieve measurable outcomes

· Exceptional communication and interpersonal skills, capable of engaging and influencing at all levels of the organization 

· Experience in the electronic security industry is highly desirable 

· Familiarity with NetSuite ERP is highly desirable

· Leadership experience in a high-growth or scaling environment 

· Excellent organizational and time management skills with the capacity to multitask in a fast-paced environment

· Excellent at managing expectations and risks

Travel

· N/A

Personal Characteristics

Living PSA’s core values: 

Passion – We are passionate about our work and have fun doing it! 

Integrity – We are honest and trustworthy

Boldness – We are forward thinking and innovative

Service – We live and breathe exceptional customer service 

· Ability to flex style to effectively partner/communicate in a professional manner with team members at all levels of the organization

· Ability to perform under deadlines, prioritize, organize and plan workload effectively

· Team Player and Influencer

· Positive attitude and drive to reach the common goal

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.

Physical Requirements

The physical demands 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.

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description.

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