Welcome page Returning Candidate? Log back in! Customer Success Manager Job Locations US-MA-Bedford Job ID 2025-8446 Type Regular Full-Time Shift 1st Category Customer Service Overview

Job Summary

The Customer Success Manager focuses on building strong relationships with customers and key stakeholders, and monitoring their experience, overseeing the escalation process and ensuring that cases are handled efficiently and effectively. They coordinate with different teams, departments, or organizations to assign, track, and communicate the status and res­olution of escalated cases. They also analyze the root causes and trends of escalations, and implement preventive measures or improvements to reduce them. The role requires strong leadership skills, and the ability to navigate challenging customer interactions with profes­sionalism and empathy, overseeing a team of highly qualified representatives, ensuring ex­ceptional customer service and efficient resolution of complex issues.

Responsibilities

Key Accountabilities

Build strong, long-term relationships with customers by staying in constant commu­nication and efficiently resolving issues with alternate solutions tailored to individual needs.Act as the primary point of contact for high-level customer escalations, providing expert resolution and maintaining strong client relationships.Manage and mentor a team of customer service representatives, focusing on han­dling escalated issues, complaints, and logistics disputes.Develop and implement strategies to improve customer satisfaction and loyalty, par­ticularly in resolving complex issues.Analyze customer feedback and complaint data to identify trends, recommend pro­cess improvements, and implement corrective actions.Conduct regular performance reviews and provide ongoing training to team members to enhance their skills in handling complex customer issues.Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and others.Perform other duties as assigned

Networking/ Key relationships

Other Client Services TeamsNorth America Commercial OperationsMarketingFinanceLegal/ComplianceOperations & Manufacturing HR Qualifications

Minimum Knowledge & Experience required for the position:

Education: Bachelor's degree required in in Customer Success, Business Administra­tion, Sales, or related field, or equivalent experience Experience:
Minimum 6 years related experience in Customer Success, Customer Service, Business Development, Sales, or related field Prior experience growing, training and supervising a customer service/success team Additional skills/knowledge:
Proficiency knowledge of Microsoft office System, including Word, Powerpoint,Excel Knowledge of SAP ERP preferred Experience with CRM software and data analysis tools Excellent verbal and written communication skills Fluency in English. French is a plus

Skills & Capabilities:

Demonstrated leadership and team management abilitiesProblem-solving skills with a focus on customer satisfactionAbility to work collaboratively across departmentsProven ability to adapt and manage effectively in a fast-paced, challenging environ­ment and manage multiple, and oftentimes competing, prioritiesConfident decision making and conflict resolutionProven experience building strong customer relationships and efficiently communi­cating internal and external voicesExcellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences

Travel requirements:
Occassional travel may be required.

 

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