Customer Success Manager

4 Over llc•Huber Heights, OH

7h•$65,000 - $75,000•Onsite

About The Position

The Customer Success Manager is responsible for managing and developing strong relationships within high-value, Enterprise-level accounts. The role is responsible for day-to-day customer satisfaction, order management, and problem resolution. This role will identify and report revenue opportunities to assigned Key Account Manager and/or Regional Account Manager.

Requirements

High school diploma or equivalent, college degree preferred
General PC knowledge including Microsoft Office, Internet, and email
Print industry experience preferred.
Demonstrated ability to handle challenging customers in a professional manner.
Demonstrated ability to build, develop and grow strong relationships with customers.
Highly organized and disciplined multi-tasker, with proven time management and prioritization skills.
Excellent interpersonal, negotiation and conflict resolution skill.

Responsibilities

Successfully manage client relations, providing excellent customer satisfaction.
Ability to identify customer needs and recognize cross-sell, upsell, product adoption, and revenue growth opportunities.
Work alongside Key Account Manager or Regional Account Manager on overall account strategy and exection
Communicate clearly and effectively with customers and collaborates with internal teams ensuring resolution.
Identify and resolve order/expereince trends and risks as well a priority jobs and trouble tickets.
Establish and maintain effective working relationships within assigned accounts.
Use proactive communication, and orchestrate internal resources as needed.
Monitor customer health, satisfaction, risk, and revenue growth monthly. Understand performance metrics and their impact on customer satisfaction and revenue performance.
Participate in Quarterly Business Reports and regular account reviews between KAM/RAM within portfolio of assigned accounts.
Coordinate on-boarding and training as dictated by customer needs with Sales team input.
Establish inter-personal relationships with 4over departments.
Identify and resolve order/ experience trends and risks as well as priority jobs and trouble tickets.
Coordinate communication and action plans with KAM/RAM on new releases including product, pricing, shipping.
Coordinate resources and meetings within Technology and Sales for successful API and PrinterBridge integrations within assigned accounts.
Ensure successful implementation of cross-sell/up-sell opportunities with Sales, Product Development, and Marketing.
Communicate with KAM/RAM, Customer Experience and Sales Leadership to mitigate negative impact to 4over revenue.
Work with Customer Experience and Quality Assurance to help resolve customer priority tickets.

Benefits

Medical, Dental, Vision, Life/AD&D Insurance, Disability, and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care
4over pays 100% of the employee’s premium for his/her Basic Life/AD&D Insurance in the amount of 1x the employee's annual salary, up to $500,000
Coverage will be effective on the 1st of the month following 1 month of continuous regular full-time employment
401(k) Retirement Plan
New employees are eligible to enroll the first of the month, following 1 month of employment
Semi-annual open enrollment (January 1st and July 1st)
Discretionary employer match; typically, 50% of employee deferrals up to 6% of compensation
Immediate Vesting
9 Paid Holidays
Accumulating PTO to be used after 90-days of continuous and active full-time service