Customer Success Manager
2 weeks ago
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 SummaryWe 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.
- 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.
- Casual dress code.
- Group benefits program.
- Disability insurance.
- Life insurance.
- On-site parking.
- Paid time off.
- Tuition reimbursement.
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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