Customer Success Lead

BradyPLUS•Ontario, CA

About The Position

The Customer Success Lead oversees day-to-day Customer Success activities at a designated site, assisting the Area Customer Success Manager in ensuring Customer Success goals and standards are met or exceeded. The role supports the Sales Team by initiating and maintaining communication with core customers, building strong customer relationships, identifying sales opportunities, and delivering exemplary service to core and new customers. The position also provides administrative and operational support to Sales and customers, guides and backs up Customer Success Team Members, and works with Sales, eCommerce, Procurement, Finance, and other stakeholders to provide a seamless customer experience. The role monitors goals and KPIs, supports associate training and development, and carries out customer outreach strategies to strengthen engagement and identify customer needs or potential issues. The role pays $30.00 per hour. Imperial Brady offers a benefits package that includes medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs, and a 401(k) retirement plan. The company also describes a 401(k) program with company match, paid time off, educational reimbursement, paid family leave, and adoption assistance.

Requirements

High school diploma or equivalent; some college preferred.
At least 3 years of Customer Service, Sales Support, or Inside Sales experience.
Excellent verbal and written communication skills and strong interpersonal skills.
Proficiency with Microsoft Office Suite.
Proficiency with CRM software and other customer support tools.
Keen attention to detail and accuracy in handling data and documentation.
Proactive approach and strong problem-solving skills.
Strong organizational and time-management skills.
Ability to work independently and collaboratively.
Customer-centric approach focused on exceptional service.
Ability to sit at a desk for long periods, operate a computer, and listen and speak clearly on the phone.

Nice To Haves

Some college.

Responsibilities

Oversee day-to-day operations and provide administrative support to the Sales Team and core customers.
Provide guidance to Customer Success Team Members.
Process orders and quotes.
Review and prepare reports, including customer usage, margin, backorder, and open-order reports.
Manage and create customer order guides.
Handle sample requests.
Act as a liaison between Sales and internal departments.
Provide backup support for Customer Success Team Members.
Assist with training and development of associates to support high performance and engagement.
Monitor goals and KPIs to ensure targets are exceeded.
Execute customer outreach strategies to improve engagement, meet customer needs, and identify potential issues proactively.
Work with the Area Customer Success Manager and stakeholders such as Sales, eCommerce, Procurement, and Finance to ensure a seamless customer experience.
Perform other duties as assigned by the supervisor.