Money Fit by DRS
Customer Success Manager (CSM)
Money Fit by DRS, Birmingham, Alabama, United States, 35275
ALG Labels & Graphics
is seeking a growth-minded
Customer Success Manager
for our industry leading organization!Would you like to work somewhere poised for growth? Growth of the company and growth for yourself? Do you enjoy working hard every day to develop your team and exceed the expectations of your customers, whether internal or external? Would you like to work for a privately held business that is known for being an essential solution provider for our customers and has been excelling consistently for close to 60 years?If this sounds like your type of opportunity, then our Customer Success Manager role could be a perfect chance for you to showcase your leadership skills and help grow a business!Send us your resume today and let's get the conversation started on how we can achieve new heights together.POSITION SUMMARY
Manage and lead the customer experience team (Account Managers & Customer Service) to provide outstanding service to both internal and external customers. Continuously improve processes, service, quality, and efficiency in the customer service department. Work with the entire management team to provide total customer satisfaction and increase overall company Sales performance.FUNDAMENTAL DUTIES AND RESPONSIBILITIES:
Leadership
Lead, mentor, and support the Customer Service and Account Management teams in their duties of customer service, order entry, order management, inventory management, lead qualification, and sales generation.Hire, train, develop, and evaluate all team members for continued success and improvement.Analyze data to identify, develop, implement, and prioritize continuous improvement of people, processes, products, technology, and services within the customer service and account management organizations.Responsive to all ALG personnel, customers, and vendors in a timely and appropriate manner.Project positive and professional behavior/attitude in all areas associated with the production and delivery of ALG products to internal and external customers.Travel to visit with assigned accounts as needed for meetings, QBRs, ABR’s, etc. (estimated at 5-10 days a year, or less).Travel to trade shows as needed to meet with customers or potential customers (estimated at 5 days a year, or less).Total travel estimated at 10-15 days a year, or less.Additional tasks, duties, and special projects may be assigned, as necessary.Customer Service
Take ownership of customer issues. Lead or assist until problems are fully resolved.Manage and support the estimating and quoting process to ensure timely execution.Lead team to ensure smooth customer/product onboarding.Manage and enhance finished goods programs to meet customer expectations and inventory targets by collaborating with cross-functional teams to implement improvements in forecasting and inventory management.Create and manage customer satisfaction metrics and goals.Account Management
Build and maintain strong relationships with key customers (Top Accounts and House Accounts).Seek sales growth opportunities within the existing customer base.Manage and support the qualifications of new opportunities for development.Manage and support the Request for Proposal (RFP) process for all accounts (House, Top, Target, etc.).Collaborate with Marketing & Sales to qualify and handle inbound leads as necessary. Collaborate with Sales & Account Managers to develop strategic account plans.BASE QUALIFICATIONS:
Proven work experience as a customer experience manager with in-depth knowledge of customer service principles and practices.Excellent leadership and interpersonal skills with proven ability to train, develop, motivate, and lead team members.Strong client-facing talents with excellent verbal and written communication skills.Deep customer service orientation with a servant mentality, empathetic nature, and strong inclination to strive to “yes” by providing solutions that are mutually beneficial to external and internal customers.Working knowledge of customer service processes and software, databases, and other customer support tools.Analytical mindset with the ability to interpret data and make informed decisions.Experience working with finished goods inventory system.Solid mathematical and arithmetic reasoning capabilities.Proficient in Microsoft Office 365 (Outlook, Excel, Word, PowerPoint, PowerBi).Proven experience in Goal Setting, Evaluation, and Analysis.Working knowledge of basic CRM features and tools (ex: Hubspot, Salesforce, Monday, Sales Navigator, ZoomInfo etc.).EDUCATION & EXPERIENCE REQUIREMENTS:
Minimum 5 years supervisory experience - Required.Minimum 10 years combined experience in customer service, account management, or inside sales within a B2B organization - Required.Bachelor’s degree in business, marketing, or related field - Preferred.Work experience in a tag or label manufacturing company - Preferred.Proficient in using customer relationship management (CRM) software (Hubspot a plus) - Required.Experience with Label manufacturing ERP systems (ex: Label Traxx, EPMS, PSI, etc.) - Preferred.
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is seeking a growth-minded
Customer Success Manager
for our industry leading organization!Would you like to work somewhere poised for growth? Growth of the company and growth for yourself? Do you enjoy working hard every day to develop your team and exceed the expectations of your customers, whether internal or external? Would you like to work for a privately held business that is known for being an essential solution provider for our customers and has been excelling consistently for close to 60 years?If this sounds like your type of opportunity, then our Customer Success Manager role could be a perfect chance for you to showcase your leadership skills and help grow a business!Send us your resume today and let's get the conversation started on how we can achieve new heights together.POSITION SUMMARY
Manage and lead the customer experience team (Account Managers & Customer Service) to provide outstanding service to both internal and external customers. Continuously improve processes, service, quality, and efficiency in the customer service department. Work with the entire management team to provide total customer satisfaction and increase overall company Sales performance.FUNDAMENTAL DUTIES AND RESPONSIBILITIES:
Leadership
Lead, mentor, and support the Customer Service and Account Management teams in their duties of customer service, order entry, order management, inventory management, lead qualification, and sales generation.Hire, train, develop, and evaluate all team members for continued success and improvement.Analyze data to identify, develop, implement, and prioritize continuous improvement of people, processes, products, technology, and services within the customer service and account management organizations.Responsive to all ALG personnel, customers, and vendors in a timely and appropriate manner.Project positive and professional behavior/attitude in all areas associated with the production and delivery of ALG products to internal and external customers.Travel to visit with assigned accounts as needed for meetings, QBRs, ABR’s, etc. (estimated at 5-10 days a year, or less).Travel to trade shows as needed to meet with customers or potential customers (estimated at 5 days a year, or less).Total travel estimated at 10-15 days a year, or less.Additional tasks, duties, and special projects may be assigned, as necessary.Customer Service
Take ownership of customer issues. Lead or assist until problems are fully resolved.Manage and support the estimating and quoting process to ensure timely execution.Lead team to ensure smooth customer/product onboarding.Manage and enhance finished goods programs to meet customer expectations and inventory targets by collaborating with cross-functional teams to implement improvements in forecasting and inventory management.Create and manage customer satisfaction metrics and goals.Account Management
Build and maintain strong relationships with key customers (Top Accounts and House Accounts).Seek sales growth opportunities within the existing customer base.Manage and support the qualifications of new opportunities for development.Manage and support the Request for Proposal (RFP) process for all accounts (House, Top, Target, etc.).Collaborate with Marketing & Sales to qualify and handle inbound leads as necessary. Collaborate with Sales & Account Managers to develop strategic account plans.BASE QUALIFICATIONS:
Proven work experience as a customer experience manager with in-depth knowledge of customer service principles and practices.Excellent leadership and interpersonal skills with proven ability to train, develop, motivate, and lead team members.Strong client-facing talents with excellent verbal and written communication skills.Deep customer service orientation with a servant mentality, empathetic nature, and strong inclination to strive to “yes” by providing solutions that are mutually beneficial to external and internal customers.Working knowledge of customer service processes and software, databases, and other customer support tools.Analytical mindset with the ability to interpret data and make informed decisions.Experience working with finished goods inventory system.Solid mathematical and arithmetic reasoning capabilities.Proficient in Microsoft Office 365 (Outlook, Excel, Word, PowerPoint, PowerBi).Proven experience in Goal Setting, Evaluation, and Analysis.Working knowledge of basic CRM features and tools (ex: Hubspot, Salesforce, Monday, Sales Navigator, ZoomInfo etc.).EDUCATION & EXPERIENCE REQUIREMENTS:
Minimum 5 years supervisory experience - Required.Minimum 10 years combined experience in customer service, account management, or inside sales within a B2B organization - Required.Bachelor’s degree in business, marketing, or related field - Preferred.Work experience in a tag or label manufacturing company - Preferred.Proficient in using customer relationship management (CRM) software (Hubspot a plus) - Required.Experience with Label manufacturing ERP systems (ex: Label Traxx, EPMS, PSI, etc.) - Preferred.
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