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Customer Success Manager

2 months ago

Birmingham, United States ALG Labels + Graphics Full time

Job Description Job Description Description:

ALG Labels & Graphics

is seeking a growth-minded

Customer Success Manager

for our industry leading organization Would you like to work somewhere poised for growth? Growth of the company and growth for yourself? Do you enjoy working hard every day to develop your team and exceed the expectations of your customers, whether internal or external? Would you like to work for a privately held business that is known for being an essential solution provider for our customers and has been excelling consistently for close to 60 years? If this sounds like your type of opportunity, then our Customer Success Manager role could be a perfect chance for you to showcase your leadership skills and help grow a business Send us your resume today and let's get the conversation started on how we can achieve new heights together. POSITION SUMMARY Manage and lead the customer experience team (Account Managers & Customer Service) to provide outstanding service to both internal and external customers. Continuously improve processes, service, quality, and efficiency in the customer service department. Work with the entire management team to provide total customer satisfaction and increase overall company Sales performance. FUNDAMENTAL DUTIES AND RESPONSIBILITIES: Leadership Lead, mentor, and support the Customer Service and Account Management teams in their duties of customer service, order entry, order management, inventory management, lead qualification, and sales generation Hire, train, develop, and evaluate all team members for continued success and improvement Analyze data to identify, develop, implement, and prioritize continuous improvement of people, processes, products, technology, and services within the customer service and account management organizations Responsive to all ALG personnel, customers, and vendors in a timely and appropriate manner Project positive and professional behavior/attitude in all areas associated with the production and delivery of ALG products to internal and external customers Travel to visit with assigned accounts as needed for meetings, QBRs, ABR’s, etc. (estimated at 5-10 days a year, or less) Travel to trade shows as needed to meet with customers or potential customers (estimated at 5 days a year, or less) Total travel estimated at 10-15 days a year, or less Additional tasks, duties, and special projects may be assigned, as necessary Customer Service Take ownership of customer issues. Lead or assist until problems are fully resolved. Manage and support the estimating and quoting process to ensure timely execution Lead team to ensure smooth customer/product onboarding Manage and enhance finished goods programs to meet customer expectations and inventory targets by collaborating with cross-functional teams to implement improvements in forecasting and inventory management Create, and manage to, customer satisfaction metrics and goals Account Management Build and maintain strong relationships with key customers (Top Accounts and House Accounts) Seek sales growth opportunities within the existing customer base Manage and support the qualifications of new opportunities for development Manage and support the Request for Proposal (RFP) process for all accounts (House, Top, Target, etc.) Collaborate with Marketing & Sales to qualify and handle inbound leads as necessary Collaborate with Sales & Account Managers to develop strategic account plans BASE QUALIFICATIONS: Proven work experience as a customer experience manager with in-depth knowledge of customer service principles and practices Excellent leadership and interpersonal skills with proven ability to train, develop, motivate, and lead team members Strong client facing talents with excellent verbal and written communication skills Deep customer service orientation with a servant mentality, empathetic nature, and strong inclination to strive to “yes” by providing solutions that are mutually beneficial to external and internal customers Working knowledge of customer service processes and software, databases, and other customer support tools Analytical mindset with the ability to interpret data and make informed decisions. Experience working with finished goods inventory system Solid mathematical and arithmetic reasoning capabilities Proficient in Microsoft Office 365 (Outlook, Excel, Word, PowerPoint, PowerBi) Proven experience in Goal Setting, Evaluation, and Analysis. Working knowledge of basic CRM features and tools (ex: Hubspot, Salesforce, Monday, Sales Navigator, ZoomInfo etc.) EDUCATION & EXPERIENCE REQUIREMENTS: Minimum 5 years supervisory experience - Required Minimum 10 years combined experience in customer service, account management or inside sales within a B2B organization - Required Bachelor’s degree in business, marketing, or related field - Preferred Work experience in a tag or label manufacturing company - Preferred Proficient in using customer relationship management (CRM) software (Hubspot a plus) - Required Experience with Label manufacturing ERP systems (ex: Label Traxx, EPMS, PSI, etc.) - Preferred About ALG Label + Graphics : ALG Labels + Graphics produces durable and compliance labels, decals, nameplates, and overlays that exceed industry standards. The durable and compliance labels, and related industrial parts, manufactured by ALG help OEMs effectively market their products and build brand recognition. Our products hold up in the most demanding of applications. We use extremely accurate printing and die cutting, combined with strong adhesives to keep them in place. Materials and printing treatments are selected on the ability to handle long-term exposure in the toughest environmental conditions, extreme weathering, defacement, chemicals, water and high humidity, and abrasion. We’re also part of the UL Authorized Label Suppliers Program, so we fully understand compliance labeling and the associated regulatory requirements. This allows us to print the UL marks and provide a broad selection of fully tested and approved material constructions for all sorts of end-user applications. The quality of our industrial products gives our customers complete confidence with no risk about liability. We produce millions of UL approved labels and decals for customers throughout North America. Our UL products include print and thermal transfer systems that use a variety of print technologies. The products we manufacture meet more than 30 UL standards. The durable and compliance labels, along with the related industrial products ALG manufactures, combine creative design, printing craftmanship, and innovative material science. From demanding environments inside a product to harsh end-user operating conditions, our engineered products help OEMS and contract manufacturers be competitive.

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