Customer Success Manager

Sartori Company • Plymouth, WI

26d • Hybrid

About The Position

The Customer Success Manager is responsible for leading a team of customer success professionals dedicated to delivering exceptional customer satisfaction and supporting sales growth. This role drives a customer-first culture, overseeing all aspects of customer success, order fulfillment, sales support, and sales development. The manager will analyze customer data to continuously improve customer experience, collaborate across departments to optimize processes, and ensure every customer interaction reflects the company’s commitment to excellence.

Requirements

• Bachelor’s degree in business, sales, marketing, supply chain, logistics or related field is required.
• Minimum 5 years of customer service and/or inside sales experience required.
• Minimum of 1 year leading or mentoring others within the customer service or sales field, required.
• Demonstrates behaviors and values that reflect the company’s culture. Sartori’s core values are family, commitment, authenticity, ingenuity, integrity, and humility.
• Proven ability to lead and influence teams and stakeholders, driving a culture of positive customer success across the organization.
• Strong coaching skills that enhance performance, facilitate growth development, while building confidence in others.
• Strong verbal and written communication skills, with the ability to clearly convey insights to diverse audiences.
• Leverages a collaborative approach to achieve results that promote Sartori’s success.
• Makes informed, timely decisions using a blend of analytical insights, experience, and sound judgment.
• Embodies a mindset focused on continuous improvement, leveraging analytics to drive transformational results.
• Strong organizational and multitasking abilities to manage multiple initiatives and priorities effectively.
• A valid drivers license is required.

Nice To Haves

• JD Edwards or similar Enterprise Resource Planning (ERP) experience is preferred.
• Salesforce Sales Cloud or Service Cloud experience is preferred.

Responsibilities

• Inspires and leads a team of customer success individual contributors, fostering a culture of collaboration, growth, and continuous improvement.
• Serves as a customer advocate, ensuring consistent, industry-leading experience by understanding customer needs, addressing challenges, and aligning communications with customer expectations.
• Develops and executes a comprehensive customer success strategy that aligns with company goals.
• Oversees and optimizes the order fulfillment process to ensure on-time, in-full shipments, in collaboration with logistics, planning, sales and operations teams.
• Leads the customer success team in supporting sales, including managing customer portals, systems, and efficient processing of sales orders, quotations, invoices, and sales deductions.
• Partners with sales and marketing leaders to facilitate knowledge of sales strategies and ensure effective coordination to meet customer expectations and revenue targets. Assists in price negotiation, upselling, and cross selling across all sales channels.
• Partners with quality, operations, planning, logistics and sales to oversee and resolve complex customer issues and develop systems to improve service delivery, while maintaining product and brand integrity and customer loyalty.
• Evaluate and enhance business processes to optimize order fulfillment, service quality, and revenue generation. Identify and address inefficiencies to enhance supply chain performance, reduce costs, and improve service levels. Partner with cross-functional teams to implement continuous improvements that elevate operations and customer experience.
• Utilize supply chain software, automation tools, and use data analytics to drive operational excellence. Manages Salesforce objects and process flows to ensure timely and collaborative actions.
• Guide the team and organization through changes, ensuring clean communication, empathy, and support to maintain morale and productivity.
• Monitor key performance indicators (KPIs) to measure the effectiveness of order fulfillment and sales support efforts, holding the team accountable for achieving results.
• Utilize data-driven insights to inform decisions, driving performance improvements and problem resolution.
• Lead projects to enhance operational efficiency and customer success, ensuring timely completion, within budget, and with the desired results.

What This Job Offers

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