Our legacy is rooted in product innovation, a reputation for exceptional customer service, effective management of business operations, and the ability to attract and retain the industry's most talented staff and management team. Our values guide us to achieving our true potential and create an inclusive work environment which allows every person to thrive.
ABOUT THE JOB:
The Customer Success Manager (CSM) manages ~ 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 pace environment; growing talent in a positive environment to ensure continued delivery of our Customer Experience (CxP) expectations. Customer Success starts with you!
WHAT YOU'LL BE DOING:
- Hire, develop, motivate and retain staff. Establish goals, coach and review KPIs regularly
- Ensure the customer success team operates efficiently by actively managing the inbound and outbound customer contact
- Develop and implement programs for the customer success team that include training on systems, process improvements, dealing with difficult customers and up-selling.
- Build sustainable relationships and trust with customers through open, proactive communication
EDUCATION AND QUALIFICATIONS:
- High school diploma or GED
- College Degree preferred
- 5+ years of Customer Success Management experience
- Proven leadership background in a customer call center environment; ability to develop, mentor, and empower the customer success team while creating a culture of accountability
- Able to build and maintain strong collaborative relationships across all levels and departments
- Proficient with MS Office/Excel/Word/Outlook
- Proficiency withSalesforce.com or other CRM
- JD Edwards, or reporting tools like Cognos is a plus.
- The ability to be a good role model, managingaccountability while creating and maintaining a positive professional work environment.
The opportunity to advance your career is ready for the taking at WillScot; if you're READY TO WORK, apply today!
WillScot is veteran-friendly. If you have military experience, we want to hear from you!
WillScot, 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 takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans. 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.
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