Customer Success Manager

NOVO•Rockmart, GA

19d

About The Position

NOVO Health Services provides linen management solutions to the healthcare industry, with a focus on safety, infection control, and controlling linen costs. The Customer Success Manager will serve customers in the Georgia market for the Simple Rockmart division. This role manages and improves service quality, ensures team members safely perform their daily work, and partners with operations leadership at processing facilities to deliver timely, accurate products that meet or exceed customer expectations. The manager oversees customer accounts, route service, inventory, fleet safety, customer implementation and retention, and operational performance. The role works with the VP of Simple and other teams to meet financial goals, improve key performance indicators, reduce costs, and enhance service and product quality. It also supports environmentally friendly initiatives. The position requires travel of roughly 30%, including overnight, and may occasionally require covering an RSR shift.

Requirements

Bachelor’s degree or equivalent managerial experience preferred.
Previous management experience and strong leadership skills.
Demonstrated quality focus and customer-centric service background.
Ability to adapt to change, manage competing demands, and support a rapidly growing customer base.
Detail-oriented, with proven organizational skills.
Strong interpersonal skills, including conflict management and the ability to communicate and coordinate across departments.
Excellent written and verbal communication skills.
Excellent financial awareness.
Strong computer skills, including working knowledge of Microsoft Office Suite, routing software, and customer relations software packages.
Strong understanding of production processes and control.
Self-starter able to work independently when required.
Ability to set priorities, demonstrate flexibility, multitask, and meet deadlines.
Good time-management skills.
Ability to understand and interpret written requirements and adhere to documented procedures.
Must pass customer credentialing.
Must have reliable transportation and be able to travel roughly 30%, including overnight.

Nice To Haves

Experience successfully implementing sophisticated manufacturing or process-related tools such as Six Sigma, LEAN, Statistical Process Control, Toyota Production System (TPS), Shainin, or Taguchi Design of Experiments to improve operational efficiency, reduce costs, and improve customer service.
Moderate understanding of DOT requirements.
Bachelor’s degree or equivalent managerial experience.

Responsibilities

Manage service quality for Simple customers by improving, controlling, measuring, and increasing the quality of service delivered.
Ensure team members safely execute required daily tasks and provide customer service to assigned accounts.
Coordinate with operations leadership at processing facilities to ensure timely, accurate, quality products that meet or exceed customer expectations.
Follow applicable Federal, State, and local regulations, including OSHA, DOT, and FMCSA requirements, as well as NOVO safety policies; ensure Simple RSRs comply with Federal and State DOT requirements.
Maintain the Simple fleet safely, including vehicle maintenance and cleanliness.
Work with the VP of Simple to implement programs designed to achieve financial goals for Simple and NOVO.
Collaborate with the VP of Simple on continuous-improvement tools to improve customer service and product quality and lower costs.
Drive improvement in operational KPIs covering safety, financial performance, production, human capital, quality, client satisfaction and retention, and inventory control.
Foster a positive working environment and operational transparency across departments.
Hire, train, develop, and coach Route Service Representatives (RSRs) to deliver and organize correct quantities of clean product and pick up soil product within established time windows.
Establish clear goals and objectives for team members.
Ensure efficient account routing and coverage for vacations, holidays, and absences; occasionally cover an RSR shift.
Coach, train, and monitor route performance and inventory management through the RSR check-in process.
Manage implementation of new customer business with support from the Simple Sales team.
Execute business plans to renew, expand, and develop route business.
Ensure completion of scheduled customer contacts and audits.
Conduct proactive goodwill visits to key accounts on a regular cadence as assigned by the VP of Simple.
Monitor inventory levels, order-entry activities, and integration of production and delivery schedules.
Prepare and evaluate future build-schedule data with the sales team to anticipate workload requirements and staffing levels.
Manage daily account functions, including audits, scrub counts, route reconciliations, truck maintenance logs, and linen reconciliation.
Support implementation of green initiatives that further Simple’s environmental objectives.
Perform other duties as assigned.