Customer Success Manager

CUSTOMER SUCCESS MANAGER - ANN ARBOR - IN-PERSON

Job Summary

Shar Music is currently looking for a Customer Success Manager.

The Customer Success Manager is responsible for overseeing the team of Customer Success Professionals, ensuring exceptional customer satisfaction, and driving customer success initiatives.

The ideal candidate will be successful by overseeing the daily operations of our Customer Success and Service department with a focus on improving the quality and efficiency of our department.

The Customer Success Manager will work directly with team members to assess performance and assist in the development of customized plans to meet individual goals.

Responsibilities

• Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals.
• Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations.
• Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships.
• Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution.
• Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team.
• Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on industry trends and best practices.
• Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success.
• Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team.
• Manage the application and workflow of customer success team members.
• Make sure that the customer success environment is conducive to work.
• Maintain a high team morale.
• Manage the budget for customer success operations.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Identify training and development needs and create improvement plans as necessary.
• Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner.
• Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
• Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
• Develop training materials, manuals, and resources to support ongoing learning and development.
• Conduct training sessions on product knowledge, customer success skills, and company processes.
• Provide continuous coaching and feedback to associates to help them achieve performance goals.
• Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts.

Relationship Building:

Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.

Product Knowledge:

Develop a high level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information.

• Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities.

Customer Success Metrics:
Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs)

For example:
customer satisfaction ratings, response time, resolution time, and first call resolution rate.

• Provide information on Shar Music Loyalty Points program and set up customer accounts.

Documentation and Reporting:
Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.

• Assist with collections for Rentals and SharWay programs.
• Cross selling relevant products and services.
• Follow pricing and margin control to ensure profitability.
• Understand the shipping process to provide client accurate shipping times and expectations.
• Provide exceptional customer service, assist customers, support inventory management, handle administrative duties, and maintain a clean and organized environment in the Showroom.
• Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion.
• Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams.
• Focuses on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and assisting the sales team when assigned to a special account.
• Regular and routine onsite attendance
• Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals.
• Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations.
• Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships.
• Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution.
• Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team.
• Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on industry trends and best practices.
• Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success.
• Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team.
• Manage the application and workflow of customer success team members.
• Make sure that the customer success environment is conducive to work.
• Maintain a high team morale.
• Manage the budget for customer success operations.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Identify training and development needs and create improvement plans as necessary.
• Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner.
• Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
• Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
• Develop training materials, manuals, and resources to support ongoing learning and development.
• Conduct training sessions on product knowledge, customer success skills, and company processes.
• Provide continuous coaching and feedback to associates to help them achieve performance goals.
• Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts.

Relationship Building:

Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.

Product Knowledge:

Develop a high level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information.

• Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities.

Customer Success Metrics:
Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs)

For example:
customer satisfaction ratings, response time, resolution time, and first call resolution rate.

• Provide information on Shar Music Loyalty Points program and set up customer accounts.

Documentation and Reporting:
Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.

• Assist with collections for Rentals and SharWay programs.
• Cross selling relevant products and services.
• Follow pricing and margin control to ensure profitability.
• Understand the shipping process to provide client accurate shipping times and expectations.
• Provide exceptional customer service, assist customers, support inventory management, handle administrative duties, and maintain a clean and organized environment in the Showroom.
• Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion.
• Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams.
• Focuses on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and assisting the sales team when assigned to a special account.
• Regular and routine onsite attendance

Requirements

• Highschool diploma required.
• Bachelor's degree preferred.
• Minimum of 3 years successfully managing and leading a team
• Minimum of 5 years in a customer service, inside sales or related field
• Proven experience in a customer-facing role, such as customer success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position.
• Some experience with musical instruments preferred.
• Strong leadership and people management skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Deep understanding of customer success best practices, methodologies, and KPIs.
• Familiarity with CRM systems and customer success tools.
• Results-oriented mindset, with a focus on achieving and exceeding team targets.
• Ability to generate and analyze reports on all customer activity, including sales performance.
• Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills.

Perks/Benefits

• 401(k)
• 401(k)

Matching

• Medical
• Dental
• Vision
• Life
• Short & Long Term Disability
• Generous PTO
• Employee Discount Program

---