The Account Manager will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Duties/Responsibilities:
Help build the infrastructure and standard operating procedures for the department
Help create company guidelines particularly related to quality of service
Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
Hire entry-level customer success employees.
Train new employees in the company's customer service policies, procedures, and best practices.
Organize and oversee the schedules and work of the department.
Conduct performance evaluations that are timely and constructive.
Handle discipline and termination of employees as needed and in accordance with company policy.
Monitor or review calls or other correspondence between representatives and customers.
Ensure that representatives are informed about changes to company products and services.
Collect data and prepares reports on customer complaints and inquiries.
Prepare monthly reports summarizing the assigned customer success teams performance.
Assist with budget preparation for the Customer Success department.
Perform other related duties as assigned.
Required Skills/Abilities:
Bachelor's degree in business, technology or similar
At least five years of customer success experience required.
At least two years of experience in a supervisory role preferred.
At least two years of experience in customer service or customer success in the manufacturing industry
Excellent communication and presentation skills
Must be personable and enjoy working with people in an entirely customer-facing role
Knowledge of project management/delivery methods and tools
Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
Experience with Salesforce (or other CRM) desired
Ability to travel (job requires up to 30% travel)
Comfortable working as needed in a remote environment with video-conferencing tools
Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
Ability to coach and mentor customer success representatives.