Director of Customer Success
Found in: Appcast Linkedin GBL C2 - 2 weeks ago
Director of Customer Success
About the Role: Are you an enthusiastic and results-driven professional who thrives on building businesses and fostering strong client relationships? If you're energized by fast-paced environments where your efforts directly impact outcomes, this opportunity is tailor-made for you.
Join us and take charge of not only expanding our business horizons but also ensuring the satisfaction and loyalty of our esteemed clients.
Who We Are: This company is a trailblazing force in packaging. With a blend of engineering prowess and innovative flexibility, we're committed to setting industry benchmarks by continually enhancing our performance and upholding the highest standards. Our mission is simple: to delight customers by consistently delivering quality services on time, honoring commitments, and fostering enduring partnerships.
What Your Role Entails:
Customer Success Management:
- Oversee day-to-day customer orders and interactions.
- Manage departmental SO & PO entry and confirmations.
- Enhance customer experience and satisfaction through proactive engagement and performance monitoring.
- Develop and implement customer retention strategies to foster loyalty and satisfaction.
- Act as the escalation point for customer-related issues, ensuring timely resolution.
Learning Management & Operations:
- Develop and maintain departmental standard operating procedures (SOPs).
- Design comprehensive training programs to enhance team skills and knowledge.
- Evaluate training effectiveness and provide ongoing coaching and support.
- Ensure the LMS is up-to-date with relevant content and monitor usage metrics for continuous improvement.
Sales Operations Management:
- Spearhead the identification and pursuit of new sales opportunities for the team.
- Develop and execute strategies to optimize the sales process and bolster revenue generation.
- Collaborate with the sales team to establish targets, monitor performance, and drive outcomes.
- Harness the full potential of our ERP system, identifying avenues for enhanced efficiency.
- Source new quotes and oversee item creation and onboarding.
- Ensure adherence to deadlines across multiple projects and materials.
- Timely management of RFQ and bid responses.
Qualifications:
Required Experience:
- 5+ years of managing a team in sales support
- Proficiency in sales and customer operations.
- Track record of meeting or exceeding KPIs.
- Strong communication, negotiation, and interpersonal skills.
- Self-motivated with a proactive approach.
- Competence in ERP, CRM, Excel, and Microsoft Office.
Support Provided:
- Hands-on direction, coaching, and support from leadership.
- Financial evaluation and support from the finance team.
- Training on industry and company software/tools.
- Continuous process improvement initiatives.
This position offers an exhilarating challenge for a dynamic professional ready to make a substantial impact in the packaging industry. If you're ready to embrace this opportunity, we invite you to join our team.
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