Customer Success Manager

Date:  Sep 17, 2022
Location: 

Phoenix, Arizona, US

Company:  WillScot | Mobile Mini
Req ID:  48085

Req ID: 48085

ABOUT THE JOB:

The Customer Success Manager (CSM) manages approximately 30-40 Customer Success Specialists who act as the “quarterbacks” for our customers. The CSM analyzes Key Performance Indicators (KPIs) and leads initiatives to improve the experience for our customers. Additionally, our managers must motivate and develop the team within a fast-paced environment; growing talent in a positive environment to ensure continued delivery of our Customer Experience (CxP) expectations.  A successful CSM will adhere to company safety policies, and all relevant local, state and federal laws and regulations.  The Customer Success Manager will maintain excellent service standards, respond efficiently to inquiries, strive for high system functionality, and excel in the our Core Values of collaboration, empowerment, excellence, and innovation.  

Responsibilities of the Customer Success Analyst include, but are not limited to:

WHAT YOU'LL BE DOING:


Safety/Environment
•    Conduct business in compliance with all company policies related to safety, transportation, and the environment
•    Maintain branch driver qualification (DQ) files for all in-house drivers.  Files include documentation such as proper and up-to-date licenses, driving records, background, and medical clearances and others

Efficient Use of Resources
•    Manage a group of Customer Success Specialists who perform tasks including communicating with customers and billing orders
•    Handle escalations which stem from customer orders 
•    Work with IT and integration teams to ensure a proper workflow which is relevant to customer success
•    Review daily, weekly, monthly, and annual KPIs to manage rep performance 
•    Manage all billing routines including, but not limited to: monthly close out processes and SOX compliance reviews
•    Conducting 1:1 meetings with employees to review performance and provide feedback. This includes reviewing KPIs and ensuring individual goal completion 
•    Properly monitors and uses CRM to update customer orders, delivery schedules, and to communicate with employees in support of customer needs
•    Act as liaison between the customer success team and field operations 
•    Participate in weekly operations calls with the team’s regions and make sure general managers are supported and achieving expected results
•    Forecast and monitor phone volume and resource planning
•    Conduct standard work assessments of calls, cases, and work orders to provide development opportunities to employees 
•    Assist in training development and organization

Customer Focus
•    Proactively uses Net Promoter System (NPS) to provide timely correspondence and to address internal issues.
•    Provide an overview of potential develop root causes for results. 

EDUCATION AND QUALIFICATIONS:

Education and Qualifications

  • High School Diploma or GED equivalent
    • College preferred
  • 5+ years of relative experience
  • Demonstrated ability to connect business requirements to system solution
  • Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively
  • Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers
  • Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com and SAP experience is a plus 
  • Customer orientation and ability to adapt/respond to different types of personalities.  Passionate about understanding customers’ needs and working with customers in a consultative manner to meet and exceed their needs and expectations 

Abilities and Other Requirements

  • The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required.  
  • Manage large number of emails and request
  • Build sustainable relationships and trust with internal departments 
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Follow communication procedures, guidelines, and policies

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

 

WillScot Mobile Mini is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment. WillScot Mobile Mini takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans.


Job Segment: ERP, SAP, CRM, Manager, Customer Service, Technology, Management