Customer Success Manager

Description:

Job Summary:

A Customer Success Manager plays a pivotal role in driving customer satisfaction and loyalty by ensuring that customers receive maximum value from a product or service. A CSM is the customer’s advocate ensuring they have a seamless and positive experience with our brand. Your keen listening skills will uncover and address any issues or concerns promptly, improving satisfaction and fostering a positive customer experience.

Works With:

• Senior Customer Success Manager

Duties/Responsibilities:

• Provide customers with "exceptional customer service" on every phone call and email.
• Ensuring the timely and successful delivery of products according to customer needs.
• Answering customer questions with a "one call response" to their satisfaction.
• Provide product recommendations, sales suggestions or other help as requested.
• Provide instant, on-phone customer quote requests or 2-hour turnaround for complex quotes.
• Respond to client inquiries, resolve issues promptly to ensure a seamless customer experience.
• Collaborate with Senior Customer Success Manager on accounts and growth opportunities.
• Work across internal teams for product updates to ensure customer satisfaction.
• Address concerns making communication tailored, smooth and easy.
• Monitor team success by tracking KPIs for customer satisfaction, retention rates and account growth.
• Tag team CRM board management with Senior Customer Success Manager.
• Communicate important customer feedback internally.
• Staying up to date with new products or industry trends

Requirements:

Required Skills/Abilities:

• Demonstrated ability to drive the sales process from quote to close.
• Proven ability to articulate the distinct aspects of products and services
• Professional demeanor and excellent verbal and written communication skills.
• Strong relationship-building skills to foster trust and client partnerships.
• Problem-solving mindset with ability to troubleshoot and identify solutions for client success.
• Strong organizational and multitasking skills, capable of managing multiple accounts and priorities.

Education and Experience:

• 3+ years of experience in account management, sales, or customer relationship roles.
• Knowledge of Microsoft Office, Outlook, CRM systems.
• Promotional products industry knowledge a plus.

Physical Requirements:

• On-site position. Must be able to come into the Tucson, AZ office every day.
• Prolonged periods sitting at a desk and working on a computer.
• Potential travel to 1 tradeshow per year includes unpacking, set up and dismantle.
• Support tradeshow logistics with on-site prepping of tradeshow booth shipments.
• Must be able to lift to 15 pounds at times.