Customer Success Manager (Remote)

The ODP Corporation • Boca Raton, FL

104d • $75,500 - $117,950 • Remote

About The Position

The VEYER Customer Success organization is an innovative new business approach to maximize customer satisfaction for existing customers which results in increased loyalty, revenue and reduced churn. A Customer Success Lead is a business savvy professional responsible for developing a positive customer experience and fostering healthy working relationships. Responsible for fully understanding the individual needs of each customer, and to champion fulfillment of those needs throughout the customer journey. They act as a bridge between the Sales and Customer Service teams, and help customers achieve their goals with VEYER Logistics services.

Requirements

• Bachelor's degree or equivalent experience in Customer Service or Supply Chain.
• Minimum 5-7 years of experience in related field.
• Experience working with mid size customers in 3PL eCommerce account management, account success or customer service.
• Proven ability to build and maintain relationships at all levels within an enterprise organization.
• Working knowledge of technology to understand and educate on order - delivery process.

Nice To Haves

• Supply Chain knowledge preferred.
• Superior relationship building skills.
• Customer focused with the ability to upsell.
• Enthusiastic, passionate, reliant and adaptable.

Responsibilities

• Building and maintaining strong relationships with clients - own the relationship post contract of Tier 2 customers.
• Identifying upsell/cross sell opportunities and partnering with Sales to make it happen.
• Proactively addressing customer inquiries and resolving issues before customer calls.
• Monitoring customer satisfaction and success metrics.
• Promoting the value of the product or service.
• Own primary relationship with Tier 2 customers post go live.
• Proactively build and maintain strong relationships by understanding customer's requirements and providing solutions.
• Helping customers to identify and capitalize areas that will drive long term success and engagement.
• Conduct monthly, quarterly business reviews, studying service level metrics to drive satisfaction and revenue expansion.
• Collaborate with internal teams, such as Sales, Solutioning, and Operations to ensure a smooth customer onboarding process.
• Educate the customer on products and service usage and help drive customer value.
• Proactively identify customer needs and goals, developing strategies to drive success and optimize customer journeys.
• Oversee customer satisfaction and success metrics proactively addressing customer inquiries, resolving issues and pain points.

Benefits

• Medical Insurance/Prescription Drugs
• Dental Insurance
• Vision Insurance
• Flu shots
• Mental Health Benefits Support Programs
• Employee Assistance Program (EAP)
• Flexible Work Schedules
• Paid Holidays
• Paid Time Off (up to 128 hours in the first year)
• Paid Parental Bonding
• Adoption Reimbursement
• Fertility Treatment Discounts
• 401(k) and Roth Savings Plans
• Savings Plan Employer Match
• Commuter Benefits
• FSA/HSA Pre-Tax Benefits
• HSA Employer Match
• Short & Long-Term Disability
• Charitable Giving
• Volunteering & Mentorship

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree