Customer Success Manager
3 weeks ago
Full-time
Description
Are you a dynamic leader passionate about crafting exceptional customer experiences and driving revenue growth? Deneen Pottery, a renowned Minnesota-based company with a rich 50-year history of handcrafted pottery, seeks a Customer Success Manager to shape our future. We believe in the power of collaboration and innovation. Here, you'll work alongside a passionate team dedicated to carrying on Deneen Pottery's legacy of handcrafted excellence in a supportive environment that values your ideas and fosters growth. Do you have the vision to enhance customer satisfaction and the strategic mindset to lead our customer support and design teams to new heights? Join us in St. Paul, MN, where your creativity and leadership will make a lasting impact on our brand and meaningful customer relationships
At Deneen Pottery, we blend tradition with innovation, creating high-quality, hand-crafted mugs that our customers love. We're seeking a passionate and driven manager to join our leadership team and guide us into our next chapter of growth.
You'll be instrumental in shaping our brand's future as you lead our design and customer support teams, delivering exceptional experiences that drive customer loyalty and revenue growth. Your strategic mind will be crucial in developing and executing plans to grow our marketing and achieve our business goals.
Key Responsibilities:
Customer Support: Lead the Customer Support Team administration, overseeing onboarding of New Customers and order entry according to established processes. Work with our Operations Leader to ensure on-time delivery by understanding capacity, backlog, timing of production, and estimated delivery dates. Handle escalated customer complaints and provide appropriate solutions and alternatives when challenges arise.
Lead and Inspire: LEAD by living company values and commitment to the company's vision and objectives. MANAGE by frequent communication, clear expectations, executing the department and company plan for your employees, and holding yourself and employees ACCOUNTABLE.
Marketing: Lead the in-house Design Team and outsourced Contractors, overseeing production and strategy to support revenue growth. Responsible for all Brand, Channel Activities, Social, Web, MailChimp (Nurture), SEO & Web contractors, Direct Mail, Collateral, and Customer Art Proofs.
Sales Support: Responsible for outreach emails, and calls, working with warm leads and current customers, and trade shows. Work in partnership with the President to engage and enable the sales process, strengthen and assist in closing deals.
Strategic Growth: Support the organization's vision by collaborating with the President, Operations, and Finance Leaders to drive growth through strategic and tactical experience.
Requirements
What You'll Bring:
- Exceptional communication skills and the ability to build and foster positive business relationships.
- A proven track record in managing teams and training them to meet high standards.
- A strategic mindset with the ability to analyze customer behavior and identify opportunities for improvement.
- A degree in communications, marketing, or a related field is preferred.
- Ability to understand a P&L to be part of financial decision-making to maintain the company's profitability.
- Champion opportunities to consistently improve the Deneen Pottery experience
- Foster strong, long-term relationships with customers
- Drive customer retention, reduce churn, and increase customer satisfaction
- Establish clear client retention goals
- Analyze customer behavior, preferences, and pain points
- Identify opportunities for continuous improvement in current customer segmentation
- Exceptional ability to communicate and foster positive business relationships
- Must be able to multi-task in a fast-paced environment
- Accountability and personal organization are essential
- Experience in managing and training according to company standards
- Attention to detail with strong analytical skills
- A competitive base salary of 80-90K with a Leadership team incentive potential of 20K+.
- Comprehensive benefits, including 401K & Roth Plan, Health and Dental insurance,
HSA & FSA Plan, STD & LTD, Supplemental Life Insurance Plan, and 8 Paid Holidays.
At Deneen Pottery, you'll have the opportunity to shape the future of our business while honoring our rich history. If you're ready to lead with creativity, passion, and strategic vision, we want to hear from you.
Interested?
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