Solo Cup Company
Manager, Customer Success
Solo Cup Company, Lehi, UT
Application Deadline: Friday, November 1st
About SOLO:
SOLO is an industry leader in the residential solar space that specializes in creating dynamic, customizable proposals for both roofing and solar services. We accomplish this by delivering best-in-class operational support through our proprietary software platform that provides proposals, closing documents, CAD, and permitting products, allowing our clients to scale quickly and efficiently while improving the bottom line. Our commitment to our employees is to create a fun, upbeat environment in which creativity, dedication, and hard work can thrive.
Job Description:
As the Manager of the Customer Success Management team, it is your responsibility to align the team with the needs of the department and the company. Track and report on team metrics and goals. Manage individual team member performance, provide professional development opportunities, and direct feedback for improvement. Act as the final escalation point and resolve CSM-related customer issues and concerns quickly and efficiently, while maintaining customer satisfaction. Oversee the hiring and promotion of employees. Support and train individual team members.
Requirements
Job Responsibilities:
Skills/Qualifications:
Salary Description
$100-120,000 per year
About SOLO:
SOLO is an industry leader in the residential solar space that specializes in creating dynamic, customizable proposals for both roofing and solar services. We accomplish this by delivering best-in-class operational support through our proprietary software platform that provides proposals, closing documents, CAD, and permitting products, allowing our clients to scale quickly and efficiently while improving the bottom line. Our commitment to our employees is to create a fun, upbeat environment in which creativity, dedication, and hard work can thrive.
Job Description:
As the Manager of the Customer Success Management team, it is your responsibility to align the team with the needs of the department and the company. Track and report on team metrics and goals. Manage individual team member performance, provide professional development opportunities, and direct feedback for improvement. Act as the final escalation point and resolve CSM-related customer issues and concerns quickly and efficiently, while maintaining customer satisfaction. Oversee the hiring and promotion of employees. Support and train individual team members.
Requirements
Job Responsibilities:
- Manage a team of currently seven CSMs responsible for the customer life cycle post onboarding, through product adoption, engagement, and renewals.
- Meet and collaborate with all company cross-functional teams (Sales, Support, Engineering, Product, Finance, and Marketing) as needed.
- Implement and report on department initiatives and goals.
- Develop strong working relationships with internal Customer success leadership and teams.
- Teach and train team members on new and existing processes and company changes.
- Oversee the hiring and training process of new employees.
- Manage, evaluate, and communicate team performance and professional development.
- Set the culture, pace, and expectations for your team while aligning with the broader organizational strategy
- Help team members become SOLO platform experts.
- Gather customer feedback and act as the customer voice to all internal teams.
- Serve as a thought leader, customer advocate, and partner to your employees and customers
- Help refine and standardize processes across the organization to craft the strategy and playbooks to improve customer outcomes, as well as the operational efficiency of the team
- Be able to travel and visit customers in person when needed.
- Ensure the Team is maintaining accurate customer information and data in Customer Success systems and tools.
Skills/Qualifications:
- Bachelor's degree or equivalent experience
- 3-5 years of account management or related experience
- 1-2 years of management/leadership experience with a team of at least 5 team members
- Operational experience in all customer segments as a CSM or AM
- Proven track record of leading and building teams of individuals that consistently meet and exceed established goals
- Strong empathy for customers and passion for revenue and growth
- Able to attract and retain talent, committed to growing and developing internal talent
- Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must
- Strong project management and business process development skills
- Strategic thinker with a knack for using the appropriate combination of data and judgement to guide decision making
- Enthusiastic and creative leader who is hungry to grow and learn and inspires a similar mindset in others
- Proficient in Google Workspace and/or Microsoft Office
- Understand new software tools and quickly adapt to company and process changes
- Communicate and present to C-Suite leadership level
- Time management and ability to multitask well
- Advanced problem-solving and analytical thinking
- Strong organizational skills and attention to detail
- Exceptional customer service and interpersonal skills with an emphasis on humility and empathy
- Care personally and challenge directly
- Work hard and complete tasks on time
- Solar experience preferred, not required
- Experience working with Hubspot and Gainsight preferred
Salary Description
$100-120,000 per year