Job Summary

The Customer Success Manager focuses on building strong relationships with customers and key stakeholders, and monitoring their experience, overseeing the escalation process and ensuring that cases are handled efficiently and effectively. They coordinate with different teams, departments, or organizations to assign, track, and communicate the status and res­olution of escalated cases. They also analyze the root causes and trends of escalations, and implement preventive measures or improvements to reduce them. The role requires strong leadership skills, and the ability to navigate challenging customer interactions with profes­sionalism and empathy, overseeing a team of highly qualified representatives, ensuring ex­ceptional customer service and efficient resolution of complex issues.

Key Accountabilities

• Build strong, long-term relationships with customers by staying in constant commu­nication and efficiently resolving issues with alternate solutions tailored to individual needs.
• Act as the primary point of contact for high-level customer escalations, providing expert resolution and maintaining strong client relationships.
• Manage and mentor a team of customer service representatives, focusing on han­dling escalated issues, complaints, and logistics disputes.
• Develop and implement strategies to improve customer satisfaction and loyalty, par­ticularly in resolving complex issues.
• Analyze customer feedback and complaint data to identify trends, recommend pro­cess improvements, and implement corrective actions.
• Conduct regular performance reviews and provide ongoing training to team members to enhance their skills in handling complex customer issues.
• Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and others.
• Perform other duties as assigned

Networking/ Key relationships

• Other Client Services Teams
• North America Commercial Operations
• Marketing
• Finance
• Legal/Compliance
• Operations & Manufacturing
• HR

Minimum Knowledge & Experience required for the position:

• Education: Bachelor's degree required in in Customer Success, Business Administra­tion, Sales, or related field, or equivalent experience
• Experience:
  
  • Minimum 6 years related experience in Customer Success, Customer Service, Business Development, Sales, or related field
  • Prior experience growing, training and supervising a customer service/success team
• Additional skills/knowledge:
  
  • Proficiency knowledge of Microsoft office System, including Word, Powerpoint,Excel
  • Knowledge of SAP ERP preferred
  • Experience with CRM software and data analysis tools
  • Excellent verbal and written communication skills
  • Fluency in English. French is a plus

Skills & Capabilities:

• Demonstrated leadership and team management abilities
• Problem-solving skills with a focus on customer satisfaction
• Ability to work collaboratively across departments
• Proven ability to adapt and manage effectively in a fast-paced, challenging environ­ment and manage multiple, and oftentimes competing, priorities
• Confident decision making and conflict resolution
• Proven experience building strong customer relationships and efficiently communi­cating internal and external voices
• Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences

Travel requirements:
Occassional travel may be required.