Customer Success Senior Manager

Overview

The Customer Success Senior Manager is a key strategic and leadership role responsible for developing, continuously improving, and delivering a best-in-class, end-to-end order entry, management, and fulfillment experience at Holcim Building Envelope. The role has significant levels of responsibility and accountability for operational delivery including:

• Fostering and maintaining a positive and motivating continuous improvement team mindset and culture;
• Best-in-class process development and execution;
• Critical KPI development, tracking and delivery;
• Strong relationships with internal and external sales organization;
• Implementation of new state-of-the-art technologies;
• Strategic project management.

This Leader works collaboratively with customers, sales, and supply chain to discover, engage, create, and deliver an industry-leading employee and customer experience. The Leader will support the Elevate product line. 

 
Responsibilities

• Customer Order Management;
  • Strong work process adherence across the end-to-end process. Working closely with other functions for order delivery success;
  • Establishes and manages performance metrics for customer service team members.
• Delivers to Targets;
  • Critical understanding of present-day results and trends to escalate support needed for risk mitigation and proactive problem resolution;
  • Establishes best-in-class work processes and service levels;
  • Increase scalabilities for all processes to drive and optimize operational improvements.
• Team Management;
  • Motivate team members and foster cross team learning for a positive employee experience;
  • Develops and implements training and quality assurance programs for new hires and experienced employees;
  • Manages team member development needs and performance results.
• Continuous Improvement;
  • Identify ways to simplify customer service operations processes utilizing continuous improvement analysis and audits;
  • Supports system enhancements and automation to support a fast-paced, growth environment;
  • Ability to independently lead projects to meet executive and organizational requirements;
  • Experienced in root cause investigation methods and leading improvement projects;
  • Acute ability to adapt to change management.
• End to End Alignment;
  • Cross-functional understanding within the end-to-end Integrated Supply Chain (Planning, Logistics, Distribution, and Manufacturing);
  • Manages team and Plant/ Manufacturing collaboration efforts
• Customer Complaint Management;
  • Strong ability to communicate with customers and build loyalty-based relationships;
  • Develops and implements methods to record, assess, analyze, and improve customer complaints/ feedback; Tracks progression to complaint performance metric targets;
  • Identifies opportunities for improvement based on customer complaint data, driving to reduced and quickly resolve issues for the customer.

 
Qualifications

• Education
  • Bachelor’s degree in a related discipline.

• Experience
  • Minimum of eight (8) years of related work experience;
  • At least five (5) years of management/leadership experience in Integrated Supply Chain, customer-facing role, and/or Manufacturer-B2B;
  • SAP Business expert in the O2C space;
  • Excel mastery and analytical skills.