Customer Success Manager

4 weeks ago

Watertown, United States Socomec Group Full time

About Socomec Inc.

Socomec (the “Company”) is a B2B electrical manufacturer founded in 1922 and has its global headquarters in France. Socomec designs and manufactures cutting-edge products and solutions within its core areas of expertise: Critical Power, Power Control & Safety, Energy Efficiency, and Energy Storage. Our main applications are Data centers, Renewable energies, Industry and buildings / Construction, which we serve through various channels (panel builders, OEMs, distributors). With 10% of its annual sales revenue being reinvested into research and development, Socomec even has its very own state-of-the-art testing and certification laboratories.


As an independent manufacturer, with 12 international manufacturing sites, Socomec is known for its innovative, high-quality products. We have grown to a global team of over 4,200 employees. Socomec is comprised of 30 subsidiary companies worldwide, with a strong and growing presence in North America. This Customer Success Specialist role is located in Watertown, Massachusetts.


Learn more at www.socomec.us and www.socomec.com


About This Role

The Customer Success Manager is responsible to run, optimize and scale our customer success department. We are looking for an experienced and dynamic leader, while our company is experiencing a strong growth on the US market and permanently seeking for higher efficiency and scalability. Essential responsibilities include overseeing the daily operations of the customer service department around order processing through to invoicing, leading customer success team with enthusiasm towards customer satisfaction, partnering with our field sales team and external reps agencies in pre-sales and account management, contribute to major internal organizational and digital projects seeking for higher efficiency. Responsibilities include, but are not limited to:


Team Management:

  • Provide support and guidance to the team, support customer escalation, coach, train, ensure well-being of the team.
  • Monitor team workload, redistributing where needed and creating opportunities for career development.
  • Develop and deliver training programs for the department
  • Build, collect and analyze customer service department metrics
  • Conduct performance reviews of CS team


Customer Service Management:

  • Be the entry gate for all customers’ requests. Collaborate with internal departments to resolve customer needs in a timely fashion, such as lead time, pricing, order acknowledgement, shipment tracking, etc.
  • Be the entry gate for the sales team and external reps, to support in their pre-sales activities
  • Manage the entire customer order process: this includes order entry, order acknowledgement, invoicing, shipment follow-up, and product calls regarding product return, damaged shipments, etc.
  • Coordinate with our local supply chain, technical support, finance and pricing departments as well as 2 local warehouses and 5 factories globally
  • With the support of our HQ and internal experts, implement actions, processes, projects, software automation to support organization strong scale up and growth (ERP, EDI, automated reports, etc.)
  • Implement processes and routines to ensure master data accuracy, such as customer contact information, pricing, etc.
  • Collaborate with other departments to achieve performance and organizational goals
  • Lead quarterly meetings with department heads
  • Execute related duties as needed


Qualifications, Skills & Experience

  • A bachelor’s degree in business administration or a related field
  • 10 years of experience in customer service
  • Experience in international companies and interacting regularly with other countries
  • Experience of ERP implementation
  • Strong team leadership and sense of empathy
  • Demonstrated ability in process formalization, optimization and project management (including ERP implementation –knowledge of LN / BAAN / SAP is a plus)
  • Highly organized and detail-oriented
  • Confidence when speaking to customers
  • Problem solving skills
  • Manages multiple tasks while prioritizing work load
  • Exceptional follow-up, seeing tasks through to completion
  • Ability to work as part of a team
  • Works well under pressure
  • Takes ownership of issues and works alone with little or no supervision
  • IT savvy and comprehends business systems and procedures
  • Knowledge of Spanish or French would be useful but not essential


IT / PC Skills requirements

Utilization of Socomec Group Business Systems (ERP LN, Salesforce) – training provided

Microsoft Office knowledge with emphasis on EXCEL, Word and Outlook


Experience

  • A bachelor’s degree in business administration or a related field
  • 10 years of experience in customer service
  • Experience in international companies and interacting regularly with other countries
  • Experience of ERP implementation


Benefits

Casual dress

Group benefits program

Disability insurance

Life insurance

On-site parking

Paid time off

Tuition reimbursement


Schedule

Monday to Friday, 8:00 AM – 5:00 PM


Location

9 Galen Street #120, Watertown, MA 02472


Work Authorization

Must be legally authorized to work in the United States without company sponsorship


Job Type

Full-time, Exempt


Reasonable Accommodation

Socomec Inc. complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please advise in your application.


EEO Statement

Socomec Inc. is an Equal Opportunity Employer.



If you believe you have the necessary skills and experience for this job, please upload your résumé and a detailed cover letter with your salary expectations.


Please reply to this ad only, which makes it easier for us to communicate with you.


We sincerely thank all those who apply. However, only those candidates selected for an interview will be contacted.

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