Customer Success Manager

3 days ago

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

Socomec is a leading B2B electrical manufacturer founded in 1922 with its global headquarters in France. The company designs and manufactures cutting-edge products and solutions within its core areas of expertise: Critical Power, Power Control & Safety, Energy Efficiency, and Energy Storage. Socomec serves various markets, including Data centers, Renewable energies, Industry, and buildings / Construction, through various channels. With 10% of its annual sales revenue being reinvested into research and development, Socomec has its own state-of-the-art testing and certification laboratories.

About This Role

The Customer Success Manager is responsible for leading the customer success department, overseeing daily operations, and scaling the team to meet the company's growth goals. The ideal candidate will have experience in international companies, interacting regularly with other countries, and implementing ERP systems. Key responsibilities include team management, customer service management, and process formalization and optimization.

Key Responsibilities:
  • Team Management:
    • Provide support and guidance to the team, support customer escalation, coach, train, ensure well-being of the team.
    • Monitor team workload, redistributing where needed and creating opportunities for career development.
    • Develop and deliver training programs for the department.
    • Build, collect, and analyze customer service department metrics.
    • Conduct performance reviews of CS team.
  • Customer Service Management:
    • Be the entry gate for all customers' requests. Collaborate with internal departments to resolve customer needs in a timely fashion, such as lead time, pricing, order acknowledgement, shipment tracking, etc.
    • Be the entry gate for the sales team and external reps, to support in their pre-sales activities.
    • Manage the entire customer order process: this includes order entry, order acknowledgement, invoicing, shipment follow-up, and product calls regarding product return, damaged shipments, etc.
    • Coordinate with our local supply chain, technical support, finance, and pricing departments as well as 2 local warehouses and 5 factories globally.
    • With the support of our HQ and internal experts, implement actions, processes, projects, software automation to support organization strong scale up and growth (ERP, EDI, automated reports, etc.).
    • Implement processes and routines to ensure master data accuracy, such as customer contact information, pricing, etc.
    • Collaborate with other departments to achieve performance and organizational goals.
    • Lead quarterly meetings with department heads.
    • Execute related duties as needed.
Qualifications, Skills & Experience:
  • A bachelor's degree in business administration or a related field.
  • 10 years of experience in customer service.
  • Experience in international companies and interacting regularly with other countries.
  • Experience of ERP implementation.
  • Strong team leadership and sense of empathy.
  • Demonstrated ability in process formalization, optimization, and project management (including ERP implementation knowledge of LN / BAAN / SAP is a plus).
  • Highly organized and detail-oriented.
  • Confidence when speaking to customers.
  • Problem-solving skills.
  • Manages multiple tasks while prioritizing workload.
  • Exceptional follow-up, seeing tasks through to completion.
  • Ability to work as part of a team.
  • Works well under pressure.
  • Takes ownership of issues and works alone with little or no supervision.
  • IT savvy and comprehends business systems and procedures.
  • Knowledge of Spanish or French would be useful but not essential.
IT / PC Skills requirements:
  • Utilization of Socomec Group Business Systems (ERP LN, Salesforce) training provided.
  • Microsoft Office knowledge with emphasis on EXCEL, Word, and Outlook.

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