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Customer Success Manager

4 months ago

Cleveland, United States JMI Recruiting Services, LLC Full time

We are currently assisting our client, an industrial manufacturer, with a Customer Success Manager search in the Cleveland, OH area.


Responsibilities:

  • Lead and manage a global team of customer success representatives, providing guidance, coaching, and support to ensure their success and professional growth.
  • Develop and implement customer success processes and best practices to enhance customer satisfaction, retention, and overall success.
  • Collaborate with cross-functional teams, including sales, marketing, and product, to align customer success strategies with overall company goals and objectives.
  • Establish and monitor key performance indicators (KPIs) for the customer success team, ensuring that team members meet or exceed targets and objectives.
  • Create and maintain customer success playbooks, outlining standard procedures and workflows for various customer scenarios and interactions.
  • Drive customer onboarding and implementation processes, working closely with customers to ensure a smooth and successful transition to our products or services.


Requirements:

  • Experience with managing, mentoring, and training a customer service team
  • Experience developing and implementing customer service processes and best practices
  • Good software skills
  • Bachelor’s degree from accredited university
  • Experience managing a team of international customer service representatives preferred (India and Mexico)


Additional Information:

  • All information will be kept strictly confidential
  • Applications will not be considered without a Resume/Curriculum Vitae which includes contact information


Who we are:

  • JMI Recruiting Services is a third-party search firm that strategically partners with our clients to recruit exceptional talent nationwide. Our customers include Fortune 500, private equity firms, and privately held companies. With our proven process, excellent track record, and willingness to outwork the competition, we consistently deliver quantifiable results.