Customer Success Manager at Sage Solutions Group in Ann Arbor, MI

Job description

• The Customer Success Manager is responsible for leading and developing a high-performing Customer Success team focused on delivering exceptional customer experiences, customer retention, and operational excellence. This role oversees the daily operations of the Customer Success and Service department, establishes and monitors KPI performance standards, provides ongoing coaching and training, and ensures accountability to company policies and service and sales expectations. The Customer Success Manager plays a critical role in shaping the overall customer journey by fostering a compassionate, customer-focused culture while balancing customer advocacy with sound business judgment and operational efficiency.

Responsibilities

• [The fundamental job duties the individual must be able to perform, with or without accommodation; removal of these functions would fundamentally change the job]
• Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals.
• Monitor, evaluate, and hold team members accountable to established KPIs, productivity expectations, quality standards, attendance requirements, and customer experience goals.
• Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Provide ongoing coaching, mentorship, corrective feedback, and professional development to improve employee performance, engagement, and service consistency.
• Identify training and development needs and create improvement plans as necessary.
• Manage the application and workflow of customer success team members.
• Make sure that the customer success environment is conducive to work.
• Maintain a high team morale.
• Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on company processes, products, systems, and customer service best practices.
• Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
• Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
• Develop training materials, manuals, and resources to support ongoing learning and development.
• Conduct training sessions on product knowledge, customer success skills, and company processes.
• Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships.
• Promote a compassionate, solutions-oriented customer experience by modeling empathy, professionalism, patience, and effective conflict resolution.
• Serve as a leader in shaping and improving the overall customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions.
• Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution.
• Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success.
• Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.
• Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner.
• Enforce company policies, procedures, service expectations and operational standards consistently, while exercising sound judgment and discretion.
• Ability to balance customer advocacy with company policies and operational requirements while maintaining professionalism and fairness.
• Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts.
• Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team.
• Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams.
• Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate.
• Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.
• Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes
• Make sure that the customer success environment is conducive to work.
• Maintain a high team morale.
• Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on company processes, products, systems, and customer service best practices.
• Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
• Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
• Develop training materials, manuals, and resources to support ongoing learning and development.
• Conduct training sessions on product knowledge, customer success skills, and company processes.
• Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships.
• Promote a compassionate, solutions-oriented customer experience by modeling empathy, professionalism, patience, and effective conflict resolution.
• Serve as a leader in shaping and improving the overall customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions.
• Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution.
• Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success.
• Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.
• Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner.
• Enforce company policies, procedures, service expectations and operational standards consistently, while exercising sound judgment and discretion.
• Ability to balance customer advocacy with company policies and operational requirements while maintaining professionalism and fairness.
• Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts.
• Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team.
• Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams.
• Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate.
• Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.
• Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes
• Product Knowledge: Develop a high level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information.
• Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities.
• Provide information on Shar Music Loyalty Points program and set up customer accounts.
• Assist with collections for Rentals and SharWay programs.
• Cross selling relevant products and services.
• Follow pricing and margin control to ensure profitability.
• Understand the shipping process to provide client accurate shipping times and expectations.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion.
• Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team.

Requirements

• Highschool diploma required.
• Bachelor's degree preferred.
• Minimum of 3 years successfully managing and leading a call center or customer service team
• Minimum of 5 years in a customer service, inside sales or related field
• Proven experience in a customer-facing role, such as customer success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position.
• Some experience with musical instruments preferred.
• Strong leadership and people management skills, with the ability to motivate, develop and inspire a team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Deep understanding of customer success and call center best practices, methodologies, and KPIs.
• Familiarity with CRM systems, customer success tools and inventory management software.
• Results-oriented mindset, with a focus on achieving and exceeding team targets.
• Ability to generate and analyze reports on all customer activity, including sales performance.
• Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills.

Skills

Required

• Results-oriented mindset
• CRM systems
• Customer success tools
• Inventory management software
• Data analysis and reporting
• Process credit card payments
• Resolve failed transactions