Manager Customer Success

What You Need To Know

Open your future to incredible career potential. Work for an industry-leader who invests in their people. Southern Glazer’s Wine & Spirits is North America’s preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. We were named by Newsweek as a Most Loved Workplace and are included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.

As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

At Southern Glazer’s, you’ll enjoy an environment where continuous learning and growth are supported and experience a culture where you are respected, and your voice is heard. If you’re looking to fill your glass with opportunity, come join our FAMILY.

Overview

The Customer Success Manager is responsible to manage the juncture between the Customer Success team and the National Accounts On-Premise customers. This role will help the team optimize the overall communication, planning and implementing of compliance, digital needs and over team performance.

Primary Responsibilities

• Manage a team who will interface with National Accounts On-Premise customers. Regarding orders as well as route any service requests (i.e., pick-up requests, mis-ships, delivery date modification, accounting and pricing issues, and APL updates) to the appropriate team for resolution
• Communicate tracking and manage the Customer Success team to drive overall compliance of National Account On-Premise customers to national beverage program mandates. Including distribution and other activations
• Work with National Account On-Premise customers to understand digital needs, communicate future enhancement requirements to our technical team and drive Proof Enrollment and Adoption
• Plan, supervise changes and manage daily operations of Customer Success Consultants
• Implement, review, and improve all call center policies, procedures, and service standards
• Consult/execute on KPIs, scorecards, and manpower utilization
• Establish cadence for productivity/performance reports to conduct regular performance reviews with NAOP leadership
• Set up and meet performance goals and targets for speed, sales, efficiency, and quality of supplier/customer KPIs

Additional Primary Responsibilities

• Motivate, coach, and retain staff
• Monitor select inbound and outbound calls to improve the quality, minimize errors, and track operative performance
• Review the team’s performance, determine training needs, and schedule training sessions
• Handle escalated concerns and resolve all issues presented in a professional and timely manner
• Collaborate with leadership and agents to facilitate and foster a spirit of innovation and inclusion
• Responsible for understanding and documenting deficiencies (gaps) between go-to-market business strategies and existing functionality
• Create and implement process improvement initiatives to improve overall performance efficiency
• Perform other work-related duties and special projects as assigned

Minimum Qualifications

• Bachelor’s degree in Business or related field (work experience may be substituted for degree)
• Proficient computer skills – including AS400, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, Outlook
• Excellent written and verbal communication skills
• Self-starter behavior willing to initiate and develop activities
• Strong organizational skills with attention to detail
• Team player
• Excellent analytical skills
• High sense of urgency while maintaining composure and making sound business decisions
• Ability to work within a high-volume, fast-paced environment
• Demonstrated ability to coach, develop and mentor staff
• Ability to take responsibility and ownership

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine
• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities, and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.