Customer Success Lead

Job Description

<h3>Job Description</h3><p>Job Description<p><p><strong><em>Job Summary:</em></strong><p>The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.</p><p></p><strong><em><span >Duties/Responsibilities:</span></em></strong><ul><li> Help build the infrastructure and standard operating procedures for the department</li><li> Help create company guidelines particularly related to quality of service</li><li> Manage the department and ensure the team complies with company guidelines particularly related to quality of service.</li><li> Prepare knowledge-based documents such as summaries and responses to frequently asked questions.</li><li> Hire entry-level customer success employees.</li><li> Train new employees in the company&#39;s customer service policies, procedures, and best practices.</li><li> Organize and oversee the schedules and work of the department.</li><li> Conduct performance evaluations that are timely and constructive.</li><li> Handle discipline and termination of employees as needed and in accordance with company policy.</li><li> Monitor or review calls or other correspondence between representatives and customers.</li><li> Ensure that representatives are informed about changes to company products and services.</li><li> Collect data and prepares reports on customer complaints and inquiries.</li><li> Prepare monthly reports summarizing the assigned customer success teams performance.</li><li> Assist with budget preparation for the Customer Success department.</li><li> Perform other related duties as assigned.</li></ul><strong><em>Required Skills/Abilities:</em></strong><ul><li> Bachelor&#39;s degree in business, technology or similar</li><li> At least five years of customer success experience required.</li><li> At least two years of experience in a supervisory role preferred.</li><li> At least two years of experience in customer service or customer success in the manufacturing industry</li><li> Excellent communication and presentation skills</li><li> Must be personable and enjoy working with people in an entirely customer-facing role</li><li> Knowledge of project <span >management/delivery</span> methods and tools</li><li> Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured</li><li> Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision</li><li> Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues</li><li> Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation</li><li> Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems</li><li> Experience in the Food & Beverage or Consumer Packaged Goods domain preferred</li><li> Experience with Salesforce (or other CRM) desired</li><li> Ability to travel (job requires up to 30% travel)</li><li> Comfortable working as needed in a remote environment with video-conferencing tools</li><li> Excellent management and supervisory skills.</li><li> Excellent verbal and written communication skills.</li><li> Extensive knowledge of customer service procedures and principles.</li><li> Organized with attention to detail.</li><li> Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.</li><li> Ability to coach and mentor customer success representatives.</li></ul></p></p></p>