Customer Success Manager

Customer Success Manager Job Description

POSITION SUMMARY

The Customer Success Manager is responsible for the customer experience and journey, from first contact to billing and invoicing. The CSM leads the Customer Service Representative (CSR) team, ensures prompt and accurate billing and invoicing, and meets all customer service KPIs. This person will work closely with the service and sales team to ensure a seamless customer experience with the business.

WHAT YOU’LL DO

• Lead a team of CSRs (in-person and virtual) to answer all inbound customer inquiries, training them to respond with a high level of accuracy and speed.
• Oversee customer billing & invoicing, ensuring prompt billing and collection of customer receivables in accordance with the established payment guidelines.
• Lead by example, which includes working alongside your team, personally answering calls and demonstrating success in all duties of your team as needed.
• Monitors all call center key performance indicators (KPIs) and develop training/implementation strategies to improve those KPIs to best-in-class.
• Advise the General Manager on marketing campaign performance with specific recommendations for improvement.
• Resolve customer disputes in accordance with pre-established guidelines from the GM.
• Transform and lead a best-in-class, dock/gate/door call center!

 

WHAT WE’RE LOOKING FOR

• A compassionate leader with a servant attitude and mindset, who is eager to help others and can discern between reasonable and unreasonable requests.

• Player-coach who is not only willing but excited to show by doing.
• Enthusiastic communicator in person and over the phone.
• Comfortable with high-volume inbound calls, wide-ranging product offerings, and service expertise over the entire Los Angeles, Orange County, and Riverside County area.
• 3+ years’ experience operating in a trades call center, preferably with dock, gate, and overhead door experience.
• Possesses strong bias for action; takes initiative, solves problems, and seeks input/guidance when needed.
• Collaborative team-player who wants to create the win-win-win scenarios.
• Possesses a growth mindset and relentless commitment to getting better each day.
• Strong preference for 2+ years’ experience in Service Titan. 
• Clear organizational skills and attention to detail in customer management. 

 

WHAT WE OFFER

• $25-$35 per hour
• Supportive management team that creates opportunities for internal advancement
• Medical, dental, vision and life insurance 

• 401(k) with company match 

• Paid time off and holidays 
• Excellent work environment, in a small but growing business.