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Customer Success Manager

3 months ago

Independence, Missouri, United States ROE Dental Laboratory Full time
Check out our facility Click here to watch
Company: ROE Dental Laboratory
Position: Customer Success Manager
Location: Independence, OH (this is NOT a remote position)
Status: Salary, Full-Time, Monday-Friday
ROE Dental Laboratory is a full service dental laboratory that has been building long-term partnerships with dentists since the 1920's. Our team of highly trained and experienced technicians is dedicated to providing the quality and service necessary to maximize patient satisfaction and minimize chair time.
ROE Dental Laboratory is seeking a dynamic and experienced Customer Success Manager to join our team. The successful candidate will oversee and improve the customer experience across our shipping, customer service, technical support, and sales teams, ensuring optimal engagement with our clients—dentists and office staff.
Responsibilities:
  • Oversee and enhance the customer experience provided by the shipping, customer service, technical support, and sales teams to ensure optimal client engagement.
  • Collaborate with service teams to improve internal processes, creating a seamless customer experience.
  • Investigate and resolve customer complaints effectively and efficiently.
  • Handle escalated calls from upset customers, providing appropriate resolutions.
  • Track and analyze customer complaints to identify patterns and areas for improvement.
  • Conduct regular audits of customer complaints, phone calls, and missed deliveries.
  • Develop and implement Standard Operating Procedures (SOPs) for customer service and shipping.
  • Lead training and motivational meetings to improve client services and communication.
  • Research and recommend a CRM solution, championing its integration and adaptation.
  • Implement and monitor strategies to enhance customer satisfaction and retention.
  • Prepare and present reports on customer service performance and trends.
Qualifications:
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Proven experience in a customer success or customer service management role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities.
  • Proficiency in CRM software and other customer management systems.
  • Ability to lead and motivate a team.
  • Analytical skills to track and analyze customer service metrics.
  • Strong organizational and time management skills.
Benefits:
  • Medical Insurance
  • Vision Insurance
  • Life Insurance
  • In-House Dental Care
  • PTO
  • PTO for Most Holidays
  • 401(k)