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Customer Success Manager

2 months ago

Waukegan, Illinois, United States Overture Premiums & Promotions Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Overture Promotions. As a key member of our account management team, you will be responsible for ensuring our customers have an exceptional experience from the start.

Key Responsibilities
  • Collaborate with our account management teams to support our customers and drive business growth.
  • Lead new customer onboarding and establish programs aligned with our best practices.
  • Identify opportunities for improvement in existing client relationships and implement solutions to enhance customer satisfaction.
  • Manage new client programs, coordinating with internal teams and the client to ensure seamless execution.
  • Participate in weekly status update calls to keep teams and clients on track with deadlines.
  • Quickly identify and resolve problems, escalating to senior leadership when needed.
  • Enhance existing webstores and programs in collaboration with account teams and Operations.
  • Support client initiatives in partnership with Sales and Program Success.
  • Track customer milestones and manage the reward program.
  • Assist account teams in preparing for business reviews, noting feedback and action items.
  • Identify upselling opportunities and contribute to best practices.
  • Provide input for ongoing sales training.
  • Review customer complaints with the Program Success Manager, recommending improvements.
  • Advocate for customer experience, suggesting enhancements.
Requirements
  • Project management and/or customer success management experience, required.
  • Experience in promotional products, preferred.
  • Strong verbal and written communication skills with customers and account teams.
  • Ability to understand customer needs, guide them through onboarding, and explain complex technical concepts in simple terms.
  • Proficient in addressing customer concerns, de-escalating tense situations, and handling frustration.
  • 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, able 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.
What We Offer
  • Complete insurance coverage - 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.
  • Paid time off (vacation, sick, and personal days, as well as yearly floating holiday).
  • 401(k) eligibility 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.
Relocation Assistance

Relocation assistance is not available.