Customer Success Manager

ARC Document Solutions • Chicago, IL

3d

About The Position

As the Customer Service Manager at Riot Creative Imaging, you will oversee the “front end” of the operation. You will lead and mentor the Customer Service Team to ensure exceptional customer experience, accurate order processing, and smooth project coordination. This role is central to maintaining operational efficiency and supporting our fast‑paced production environment.

Requirements

• Minimum 3 years of experience in a customer service management role, ideally in a fast‑paced environment.
• Proven leadership experience with a track record of managing teams and driving performance.
• Strong organizational skills with the ability to prioritize and manage multiple projects.
• Excellent communication and interpersonal skills with a customer‑centric mindset.
• Proficiency in Microsoft Office and experience with CRM software.
• Ability to thrive in a dynamic environment with strong attention to detail and urgency.
• At least 1 year of experience managing client accounts or similar responsibilities.
• Strong written, verbal, and listening skills.
• High attention to detail and commitment to order accuracy.
• Ability to collaborate across strategy, design, content, and production teams.

Nice To Haves

• Bachelor’s degree in Business Administration, Marketing, or related field.

Responsibilities

• Lead, supervise, and mentor the Customer Service Team to achieve performance goals.
• Oversee order entry, job tracking, and invoicing with accuracy and timeliness.
• Coordinate with internal departments to support project execution and on time delivery.
• Serve as the primary point of contact for customer inquiries, issues, and escalations.
• Implement and enforce operational policies and procedures to streamline workflows.
• Analyze performance metrics and prepare reports to identify improvement opportunities.
• Collaborate with the sales team to support customer retention and identify upsell/cross‑sell opportunities.
• Manage multiple client accounts, from small projects to complex initiatives.
• Communicate order details clearly to production teams.
• Maintain open communication with clients, providing updates and progress reports.
• Identify and resolve issues using critical thinking and creative problem‑solving.
• Delegate effectively and manage tasks across multiple active accounts.

Benefits

• Strong company support and resources.
• Excellent company reputation, consistently earning 5‑star customer reviews.
• Comprehensive benefits including medical, dental, vision, life insurance, and a 401(k) with company match.
• A supportive management team committed to your success.
• A culture that genuinely cares about its employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager