Lifemade - Customer Success Manager

Customer Success Manager - Remote (Reporting to Greer, SC office)

Reporting to the Sr. Director Sales Operations and Customer Service the Customer Success Manager provides leadership to the LifeMade Customer Success organization, reviewing & optimizing service policies, programs and systems to support strategic direction. This role is a key interface between sales & supply chain responsible for the customer service strategy of an organization delivering world class service.

FUNCTIONS / RESPONSIBILITIES:

Company Goals & Initiatives

• Manage “end-to-end” customer experience from order entry through order processing to customer satisfaction.
• Manage customer expectations, including identification or anticipation of potential issues and resolutions.
• Establish KPI’s for the Customer Success teams supporting Retail and Healthcare/Commercial business segments.
• Participate in corporate-driven meetings, summits and other interdepartmental activities to ensure connection and contribution to the Company’s overall success and targeted direction.
• Administers Sarbanes Oxley corporate governance and reporting obligation within sales & distribution; providing supporting documents & records for audit assessment.

Team Structure & Culture

• Establish and monitor the equitable distribution of workflow among team members.
• Continuous review of potential shared best practices and unique processes to each business (LFM Retail, TTP, Lifoam HC/Comm)
• Collaborate with CS Leads, Sales leadership and Sales team to identify opportunities for correction, improvement and/or optimization of Customer Experience.
• Mid-year and Year-End Performance reviews for all direct reports, implementing merit increases, career direction, training suggestions/requirements, or performance improvement reviews when and where necessary for the success of the individual and the team.
• Regular direct-report 1-on-1’s
• Maintain a collaborative culture empowering the team to discover and suggest improvements in all areas of the department.
• Develop and implement monthly recognition program to encourage an “above and beyond” attitude.

Automated & Manual Systems & Process

• Discovery, Development, Implementation and Optimization of automated & manual systems and processes through in-depth collaboration with Sales, Customers, IT departments & cross-functional leadership.
• Development and implementation of training documentation for new or revised processes.

Reporting up and out

• Bi-Weekly War Room
• Weekly Sales Updates
• Month End close-out and report-out
• Report up with manager via regular 1-on-1’s
• Poses no direct threat to the health or safety of himself/herself, of others, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation
• Establishes and maintains effective work relationships within the department, the Corporation and the community; and maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities.

Supervise Others:     Yes     

REQUIREMENTS / QUALIFICATIONS:

• Bachelor's degree in relevant discipline, or equivalent experience required; 7+years of management experience
• Strong ability to lead improvement of both manual and automated systems.
• Experience with standardized work procedures, e.g.CRM, EPICOR, Entrust, written job instructions, job aides
• Team-oriented management style with demonstrated leadership and facilitation skills
• Planning and problem-solving skills with proven track record in achieving results through teamwork
• Ability to communicate and work well with people from all levels of the organization; instruct and direct in a firm, fair and consistent manner
• Proven track record in implementing significant change and continuous improvements (i.e. acquisition experience)
• Microsoft Office Suite proficiency, with an emphasis on strong Excel skills.
• Strong communication skills. Strong relationship management skills with customers and personnel within the organization required. Strong organizational skills required. Knowledge of and ability to manage the Customer Success department. Ability to work evening and weekend hours during peak periods. Must have strong ethics and work as an effective, collaborative team member.
• Experience with Technology migrations, conversions and other customer-impacting enhancements (EDI, MEI, SAP, EPICOR, Entrust)
• Responsible for administering customer portals, websites which incorporate customers' needs with ongoing process-improvement projects and shows how the improvements provide direct benefits to customers
• Specific understanding of the EPICOR ERP and a demonstrated ability to analyze and improve processes required.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:

• Sitting at workstation approximately 85 percent of work time.  Standing and walking approximately 15 percent of work time.
• Must be able to travel 15-25 percent of work time.
• Ability to work overtime or occasionally on weekends with short notice.
• Typical office environment with shelves overhead and above work surfaces

SPECIFICS:

• Competitive salary and bonus structure
• Full benefits package
• 401K with match
• Strong vacation and corporate holiday policy