Customer Success Manager
Customer Success Manager
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1 Vacancy
Job Description
As a Customer Success Manager you will lead a dynamic team dedicated to delivering exceptional customer experience. Your role is pivotal in ensuring our customers feel valued and heard. You will oversee daily operations mentor and inspire your team and implement innovative strategies to enhance customer satisfaction. Your enthusiasm and proactive approach will drive continuous improvement and foster a positive work environment. Join us at Hengstler Dynapar to make a meaningful impact and help shape the future of customer support! This role requires a strategic problem solver and an organized doer ensuring client needs are met
Key Responsibilities:
- Direct mentor and develop a highperforming customer support team while ensuring support and job satisfaction.
- Foster a teamcentric culture that prioritizes customer satisfaction and continuous improvement.
- Develop and implement strategies to scale and adapt the customer service organization in response to changing business conditions and customer needs.
- Collect and communicate intelligent customer feedback to drive ongoing improvements.
- Deliver on defined Customer Service KPIs
- Monitor and improve customer satisfaction levels through regular feedback and proactive issue resolution.
- Develop and implement strategic plans to enhance customer service processes and organizational structure.
- Apply Fortive Business System (FBS) tools to address issues such as order cancellations ticket response times and order entry lead time.
- Act as a client advocate ensuring customer preferences usage information satisfaction and churn risk are communicated internally while keeping Hengstler Dynapar values and initiatives in mind
- Work daily onsite at the Elizabethtown NC location to collaborate effectively with manufacturing marketing and sales teams to set strategies for customer success.
- Monitor and manage requests on the help desk platform responding quickly and efficiently to inbound support inquiries prioritizing and escalating critical requests as necessary.
- Drive the adoption of new tools and platforms to improve customer and customer service representative experience.
- Create capacity within the Customer Service team by implementing automation via AI tools working with the Fort.
- Interview and onboard new employees.
Qualifications:
- Bachelors degree in Business Administration Management or related field OR
- Minimum of 7 years of experience in one or more of the following areas: project management operations management product management quality assurance business analysis
- Experience in a manufacturing environment.
- Proven ability to apply FBS tools and methodologies.
- Strong process improvement awareness.
- Strong strategic thinking and problemsolving skills.
- Excellent communication and interpersonal skills.
- Ability to work onsite daily at the Elizabethtown NC location.
- Ability to travel 24 times per year
- Experience in managing help desk platforms and prioritizing support inquiries.
- Strong analytical skills with the ability to analyze data apply statistical data summaries create meaningful data visualizations identify trends and anomalies and communicate these to various audiences.
- Solid project management skills with ability to multitask and prioritize.
- Experience driving organizational change initiatives.
- Passion to build customer relationships provide customer service and empathetic conflict resolution skills.
- Commitment to Hengstler Dynapar and Fortive values and initiatives.
Required Experience:
Manager
Employment Type
Full-Time
