Job Description
Position: Manager, Customer Service Team
Location: Salt Lake City
Company: Calyx Containers
Role Overview:
We are seeking a dynamic and results-driven Manager for our Customer Success Team. The ideal candidate is a leader with a player/coach mentality who can hold the team accountable for quick response times and accurate order entry, ensuring a consistently positive customer experience. This role involves managing the Customer Success team while directly owning key accounts. You will be responsible for maintaining service excellence, achieving internal and external sales and customer operations metrics, and inspiring the team to deliver exceptional customer service. This position interacts closely with Sales, Account Management, Operations, and Technology teams and reports to the Director of Revenue Operations.
Key Responsibilities:
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Leadership & Team Management:
- Set clear expectations for the Customer Success Team and hold team members accountable.
- Lead weekly team meetings and provide individual coaching for talent development.
- Inspire and motivate the team to achieve quick response times and maintain accurate order entry.
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Customer Experience & Satisfaction:
- Transition the department to a customer experience (CX) and support model.
- Own the client onboarding, sales qualification, and information acquisition processes.
- Develop and maintain a formal customer survey program to gather feedback and improve services.
- Serve as the primary escalation point for customer issues, ensuring timely and effective resolution.
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Process Improvement & Accountability:
- Support the development and enforce Standard Operating Procedures (SOPs) for all customer-facing operations.
- Leverage team capabilities to lead cross-functional CX projects.
- Work closely with Sales, Operations, Finance, and Technology to develop, track, and distribute key customer information.
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Performance Metrics & Reporting:
- Develop and track department-level KPIs, ensuring the team meets or exceeds targets.
- Monitor customer order management cycles to ensure on-time completion.
- Deliver on order-to-cash collection and days receivables targets.
- Achieve high customer satisfaction and retention scores for the department.
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Timeliness & Accuracy:
- On-time and accurate completion of customer order management cycles.
- Quick response times to customer inquiries and issues.
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Customer Satisfaction:
- High customer satisfaction and retention scores as measured by surveys and feedback.
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Team Performance:
- Attainment of department KPIs and key results.
- Development and growth of team members.
- Bachelor’s Degree in Sales, Marketing, Operations, or a related field.
- Minimum of 5 years of professional experience, preferably in a role combining analytical rigor with client-facing responsibilities.
- Proven experience in managing and developing talent.
- Strong leadership skills with the ability to hold team members accountable.
- Excellent verbal and written communication skills.
- Ability to build and maintain effective internal and external client relationships.
- Composure and professionalism in the face of adversity.
MORE ABOUT US:
Our team is composed of bright, hardworking, creative, and highly motivated individuals looking to make an impact on the world. We seek like-minded colleagues who share our values and want to apply their experience, energy, and enthusiasm to help grow and scale a dynamic business in a rapidly expanding industry. The Calyx Containers culture fosters the personal and professional growth in a challenging and rewarding environment. We operate at a fast pace, demand high personal standards, and offer everyone the opportunity to contribute, skill-build, and develop their talents.
Benefits and Perks offered to full time employees:
- Flexible Paid Time Off
- 401(k)
- Ability to make an immediate impact
- Monthly team meetings and frequent social events
An ideal Calyx candidate looks like:
- Has experience in the cannabis and/or packaging industry
- Thrives in a fast-paced environment
- Handles ambiguity with a positive attitude
- Rolls up their sleeves to help their team
How success is measured at Calyx:
First 30 days spent getting to know the company and our team!
Ability to make an immediate impact - we’re growing quickly and want you to help cultivate that!
Living our core values:
-X-treme Ownership
- -Be Quick, But Don’t Hurry
- -Sustainability Is Multi-Dimensional
- -We Are Square: Quality Does Not Cut Corners
- -Customer Is The Only Boss
- -Earn Success Every Day
- -The Biggest Failure Is The Failure To Ask For Help
- -Better Together: Cultivate An Inclusive Environment
Calyx Containers is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. We believe strongly in fair hiring practices and in creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibilities.
Calyx is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment and activities. To request reasonable accommodation, please contact hr@calyxcontainers.com. (Please note that applications should not be emailed to this address).
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