Assistant Manager, Customer Success

4 weeks ago

Port Angeles, Washington, United States Global Industrial Full time
Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

Responsibilities:

• Team Development:

• Foster the professional growth and development of the Customer Success team through coaching, mentorship, and training initiatives.

• Organize quarterly training sessions at branches for Customer Success associates to enhance their skills and knowledge, promoting continual improvement and excellence.

• Team Support, Sales Programs & Support:

• Provide administrative support to the Manager, Sales Programs & Support, including calendar management, meeting coordination, and correspondence management.

• Assist in the development and implementation of sales support programs and initiatives.

• Team Administration:

• Support the flow of activity within the Customer Success team to ensure the efficient functioning of the department.

• Participate in the distribution of team activities including team coverage and task delegation.

• Project Support:

• Own administrative projects related to sales support and program management.

• Collaborate with cross-functional teams to ensure projects are completed on time and within scope.

• Process Improvement:

• Analyze existing processes and identify areas for improvement within the sales support function.

• Recommend process improvements to streamline team support and enhance efficiency.

• User Support and Training:

• Provide support to end-users on sales support tools, systems, and processes.

• Assist in preparing materials and onboarding new Customer Success associates.

• Identify areas of improvement for existing Customer Success associates with an eye toward continual excellence.

• Reporting and Analytics:

• Generate reports and analyze data related to sales support activities, including performance metrics, trends, and insights.

• Present findings to management and make recommendations for process improvements and resource allocation.

• Collaboration and Coordination:

• Liaise with various stakeholders, including sales teams, IT, and customer support, to ensure alignment and collaboration on sales support initiatives.

• Coordinate with internal departments to facilitate the execution of sales support programs and activities, ensuring seamless collaboration and alignment across the organization.

Competencies and skills


• College Degree with high attention to detail.

• Experience with customer service, sales or product management a plus.

• Strong communication skills.

• Must be self-motivated, resourceful, and able to manage workloads.

• Strong PC skills in MS Word, Excel, Access.

• Understanding of selling and sales process.

• Ability to prioritize tasks effectively

• Team player with strong intrapersonal skills

• Ability to thrive in a fast-paced, innovative environment

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type 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 absences, compensation and training.


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