Customer Success Manager
1 month ago
Net32 is one of the fastest-growing companies in the dental industry. To continue driving that success, Net32 is looking for a Customer Success Manager to join our growing team. The ideal candidate will be customer obsessed and deeply curious. You should be a structured thinker and action oriented, able to coordinate across multiple teams to develop a plan and drive execution. Finally, you should be a self-starter who is comfortable with ambiguity and adapting to a changing environment.
About the Job:
The Customer Success Manager will oversee and develop customer success employees in the performance of their job duties such as driving incremental sales, responding to customer inquiries and resolving issues. You and your associates will own and grow relationships with Net32’s key strategic customers. You will ensure that representatives engage in high quality contacts that comply with company policies to deliver exceptional support.
Responsibilities:
Manages a team of assigned customer success representatives and ensures they comply with company guidelines particularly related to quality of service.
Identify opportunities for enhancing call center protocols.
Drive sales by upselling, proactive outreach and retaining lost revenue.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that representatives are informed about changes to company products and services.
Collects data and prepares reports on customer complaints and inquiries.
Prepares monthly reports summarizing the team’s performance.
Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the other appropriate staff.
Assists with budget preparation for the Customer Success department.
Ensures quality for all direct reports in all channels of customer engagement (talk, chat, tickets).
Recruits, interviews, hires, and trains and develops staff.
Sets clear goals and oversees the daily workflow of the department.
Manages performance, provides constructive and timely evaluations, coaching, discipline, promotions and terminations in accordance with company policy.
Performs other related duties as assigned.
Education & Experience
Bachelor’s degree preferred.
At least eight years of customer service experience required.
At least five years of management experience required.
At least one year of outbound sales experience required.
Knowledge, Skills & Abilities
Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service and sales procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proficient in Microsoft Office Suite or related software.
Proficient in ZenDesk or related software.
Subject matter expert on SOP’s, internal CRM and related platforms.
Able to resolve a wide range of issues in creative ways. Thoroughly understands interdependencies of cross functional roles, vendor relationships and customer requirements.
Strong emotional intelligence, committing to understanding the complexity of the issue and the experience from the customer's perspective.
Telecommuting Requirements
Ability to keep all company sensitive documents secure (if applicable).
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must have the required internet speed of at least 25 Mbps (download) and 5 (upload) to support voice traffic and HTTPS web traffic using a hard-approved high-speed internet connection or leverage an existing high-speed internet service.
Special Working Conditions and Physical Demands
Work in a remote office environment using a computer for a significant amount of time.
Ability to work overtime as necessary.
ABOUT NET32
Net32 is the leading eCommerce marketplace serving over 53,000 dental professionals as their trusted source for the high-quality supplies needed to deliver extraordinary oral health care to patients. By leveraging digital technologies, Net32 enables dental practices to streamline purchasing across multiple suppliers and manufacturers. Collectively, dental professionals have saved over 50% with Net32, which has helped them improve their practices' profitability while lowering costs for patients every day.
Net32 is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Recruiting Agencies, Please Note:
Net32 will not accept unsolicited assistance from recruiting/search agencies for this employment opportunity. Please, no phone calls or emails. All resumes submitted by recruiting or search agencies to any employee at Net32 via email, the Internet, or in any form and/or method without a valid written search/recruitment agreement in place for this position will be deemed the sole property of Net32. No fee will be paid in the event the candidate is hired by Net32 as a result of the referral or through other means.
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