Customer Success Manager

2 weeks ago

Grand Rapids MI USA, United States Baudville Brands Full time
Customer Success Manager

Baudville Brands is seeking a seasoned Customer Success Manager to lead our Program Engagement and Customer Service Teams. As a key member of our leadership team, you will be responsible for elevating the customer experience, driving program expansion, and maintaining exceptional customer retention metrics.

Key Responsibilities:
  • Build and lead high-performing teams to deliver exceptional customer experiences.
  • Develop and maintain strong relationships with key customers to understand their recognition strategies, goals, and concerns.
  • Identify areas for growth and program expansion, and strategically align RecogNation's offerings to address customer needs.
  • Provide valuable insights and feedback to our Product team for platform enhancements and new feature opportunities.
  • Develop and lead internal and external training related to industry best practices, trends, and RecogNation's offerings.
  • Participate in industry tradeshows, networking events, and educational seminars to stay up-to-date on industry developments.
  • Develop subject matter expertise in employee engagement, corporate culture, rewards, recognition, incentives, wellness, diversity, equity, and inclusion.
  • Capture customer referrals, testimonials, and opportunities for case studies and white papers to support marketing and sales efforts.
  • Develop and deploy strategic outreach and communication campaigns for customer connection and awareness.
  • Develop, deploy, and aggregate the results of end-user and customer surveys.
  • Ensure accurate capture, entry, and reporting of client interactions, next steps, and opportunities in the CRM.
  • Document standard work and best practices, translating key learnings and expectations into ongoing training.
  • Lead and facilitate daily huddles, team meetings, and regular training sessions.
  • Play an active role in customer escalations, striving to identify and mediate resolutions that work for all parties involved.
  • Develop and maintain relationships with key suppliers to ensure overall service delivery meets SLAs and customer needs.
  • Conduct bi-weekly one-on-ones with team members for ongoing alignment, coaching, and support.
Requirements:
  • Bachelor's degree combined with relevant experience.
  • 3+ years of post-sales support experience (account management, project management, customer success, etc.) with 3+ years in a leadership or supervisory role.
  • Tech-savvy with strong MS Office skills, particularly in Excel and PowerPoint.
  • Excellent customer service skills, with a proven ability to graciously deal with all types of customers.
  • History of teaching, mentoring, and effectively coaching others.
  • Ability to work under pressure, meet strict deadlines, and thrive in a deadline-driven environment.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Desire to become a Subject Matter Expert in employee engagement, culture, rewards, and recognition.
Our Winning Culture Offers:
  • A world-class work environment with a strong focus on employee engagement and recognition.
  • Performance-based compensation commensurate with experience, including annual salary and discretionary bonus.
  • Stability of a privately held, employee-focused business with 38+ years of rich and diverse history.
  • Comprehensive benefits package, including medical, dental, vision, life, long-term disability, and short-term disability.
  • Company-sponsored 401K with 100% vested match.
  • Tuition reimbursement and paid parental leave.
  • A peer group of proven winners, ready to grow our successful business to new levels.

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