Manager, Customer Success

1 month ago

Tampa, United States Penn Foster Inc Full time

We heard you knock

The Customer Success Manager is responsible for managing and building relationships with some of our largest and most strategic customers. This role will be required to multitask between management, technical, business, strategic, and planning activities to drive results that tie back to the strategic business goals of the team and Masonite.

This position will build and maintain long-term, mutually beneficial partnerships with internal and external stakeholders and will serve as the primary point of contact for the sales team on all matters related to sales operations. The Customer Success Manager needs to understand the account’s needs and collaborate with other internal functions to ensure that sales leadership succeeds in achieving their business objectives.

Main Responsibilities & Accountabilities:

Supports the Masonite Key Account Management (KAM) and Joint Business Planning processes. Exhibits a customer-centric mindset, with a passion for creating customer engagement. Develops a deep understanding of customer needs and anticipates their requirements. Understands customer pain points. Ensures that customers issues are resolved in an effective and efficient manner Develop and maintain strong relationships with customers, establish trust, create rapport, and build long-term partnership. Build strong cross-functional relationships facilitating the implementation and solution deployment that best addresses the customer’s needs. Utilizes customer feedback, Masonite data, and external data sources to make data driven decisions, identify areas for improvement and develop strategies to address them. Thinks creatively and develops innovative solutions to customer challenges. Develops a deep understanding of Masonite’s product portfolio. Coordinates execution of top operational priorities for the account Is the customer champion within Masonite Education:

Bachelor’s degree required Experience:

5+ years of experience in operations or sales Knowledge and/or experience in using lean six sigma tools Customer centric mindset and approach Proactive approach to problem solving Experience working in a matrix environment Strong presentation skills, written and verbal communication and interpersonal skills, ability to build interpersonal relationships. Commercial awareness of common business practices. Extremely organized and able to manage multiple accounts simultaneously. Highly driven, with passion for excellence in customer service and customer management with a confident assertive style. Effective time management skills including the ability to influence others to a desired outcome. Analytical mindset to uncover mechanisms of customer/vendor relationship #LI-BB1

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