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Customer Success Manager

2 months ago

Waukegan, Illinois, United States Overture Promotions Full time
Job Description

About Us

Overture Promotions is a leading promotional product agency that specializes in designing and producing branded merchandise for events, new hire kits, brand activations, and company stores. With a unique ability to offer end-to-end services under one roof, we provide a comprehensive solution for businesses of all sizes.

Job Summary

The Customer Success Manager will collaborate with our account management teams to deliver exceptional customer experiences. This hybrid role combines remote work with in-office collaboration at our headquarters.

Key Responsibilities

  • Manage new client programs, coordinating with internal teams and the client to ensure seamless onboarding and program implementation.
  • Collaborate with our Art and Web Development teams to establish and meet webstore milestones, ensuring timely and high-quality delivery.
  • Coordinate with Operations to ensure inventory needs are met, adhering to best practices and preparing for receipt and binning.
  • Participate in weekly status update calls, keeping teams and clients informed and on track with deadlines.
  • Identify and resolve problems promptly, escalating to senior leadership when necessary.
  • Enhance existing webstores and programs in collaboration with account teams and Operations, driving continuous improvement.
  • Support client initiatives in partnership with Sales and Program Success, ensuring alignment and effective execution.
  • Track customer milestones and manage the reward program, fostering a culture of recognition and appreciation.
  • Assist account teams in preparing for business reviews, noting feedback and action items to drive growth and improvement.
  • Identify upselling opportunities and contribute to best practices, driving revenue growth and customer satisfaction.
  • Provide input for ongoing sales training, ensuring our teams are equipped to deliver exceptional customer experiences.
  • Review customer complaints with the Program Success Manager, recommending improvements to enhance customer satisfaction and loyalty.
  • Advocate for customer experience, suggesting enhancements to drive continuous improvement and excellence.

Requirements

  • Project management and/or customer success management experience, with a proven track record of delivering results.
  • Strong verbal and written communication skills, with the ability to understand customer needs and explain complex technical concepts in simple terms.
  • Ability to address customer concerns, de-escalate tense situations, and handle frustration with professionalism and empathy.
  • Active listening skills to ensure customers and team members are heard and understood.
  • Problem-solving skills, including troubleshooting, root cause analysis, and solution development.
  • Decisive, with the ability to weigh options and make informed choices, while knowing when to seek input.
  • Detail-oriented, with the ability to identify and act on issues early.
  • Proficient in using Overture's software (Outlook, Excel, NetSuite, NetSuite Analytics Warehouse, HubSpot, Wrike) for customer monitoring, data analysis, and reporting.
  • Critical thinker, with the ability to analyze customer data, identify patterns, and spot issues.

Benefits

  • Comprehensive insurance coverage, including medical, dental, vision, life insurance, flex spending accounts, and disability plans, with company contributions.
  • Pet insurance and bring-your-dog-to-work days.
  • Corporate partnerships with Life Time Fitness, Bears Fit, Skechers, and Tickets at Work.
  • Generous paid time off (vacation, sick, and personal days, as well as yearly floating holiday).
  • 401(k) eligibility from day one of employment, with a company match after the first year of employment.
  • Paid maternity and paternity leave based on years of service.
  • Relaxed dress code.
  • Overture family fun – Summer BBQs, volunteer engagement groups (Culture Crew, Green Team, Safety Team, Diversity and Inclusion Advisory Council), employee vegetable garden, contests, potlucks, and cookoffs.
  • Employee referral bonus.