Customer Success Manager

2 weeks ago


Watertown, Massachusetts, United States Socomec Group Full time
About Socomec Inc.

Socomec Inc. is a leading B2B electrical manufacturer with a rich history dating back to 1922. Headquartered in France, the company has established itself as a global player in the industry, with a strong presence in North America.

Job Summary

We are seeking an experienced Customer Success Manager to lead our customer success department. The ideal candidate will have a proven track record of driving customer satisfaction and loyalty, with a strong focus on team management and process optimization.

Key Responsibilities
  • Oversee the daily operations of the customer service department, ensuring seamless order processing and invoicing.
  • Lead a high-performing customer success team, providing guidance and support to ensure exceptional customer experiences.
  • Partner with field sales teams and external representatives to drive pre-sales and account management activities.
  • Contribute to major organizational and digital projects, focusing on process improvement and efficiency.
  • Develop and deliver training programs for the department, ensuring team members have the necessary skills to excel.
  • Build and analyze customer service department metrics, identifying areas for improvement.
  • Conduct performance reviews of the CS team, providing constructive feedback and coaching.
Requirements
  • Bachelor's degree in business administration or a related field.
  • 10+ years of experience in customer service, with a strong background in team leadership and process optimization.
  • Experience in international companies, with regular interactions with other countries.
  • ERP implementation experience, with knowledge of LN, BAAN, or SAP.
  • Strong team leadership and empathy skills, with the ability to manage multiple tasks and prioritize workload.
  • Exceptional follow-up and problem-solving skills, with the ability to work independently and under pressure.
Benefits
  • Casual dress code.
  • Group benefits program.
  • Disability insurance.
  • Life insurance.
  • On-site parking.
  • Paid time off.
  • Tuition reimbursement.
Work Environment

Monday to Friday, 8:00 AM - 5:00 PM.

9 Galen Street #120, Watertown, MA 02472.

Must be legally authorized to work in the United States without company sponsorship.

Full-time, Exempt position.



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