Customer Success Manager

Boxzooka•Henderson, NV

About The Position

The Client Success Manager is responsible for ensuring that Boxzooka maintains all its commitments to our ecommerce clients and operates in a manner consistent with being recognized as the premier fulfillment provider in our space. His/her approach must create value by delivering consultative and proactive client engagements. Boxzooka has a professional Customer Support system that assures responsiveness and attention to detail. Our team understands the importance of timely communication, accurate information and resolutions that last. These principles are imbedded in our Continuous Improvement Culture with team members across all departments working together to create satisfied clients. He/she will follow the Boxzooka Client Experience Playbook, a process for building outstanding client support services. In this role it is critical to be the conduit of information, data, analytics and insight between our brands’ and our operations that support them. This candidate will facilitate the mutual respect and effective communication vital to this process, while maximizing Boxzooka’s revenues and ensuring that the highest quality service standards are met.

Requirements

E-commerce, distribution and/or strong management experience is a plus.
Account management leadership experience in a service-oriented company.
Must possess strong written and verbal communication skills.
Excellent problem-solving capabilities.
Proficient with all MS Office applications - especially MS Excel and PowerPoint.

Nice To Haves

A proven track record in managing customer support teams.
Key traits, such as; Initiative, Resourcefulness, Decisiveness, Drive, Adaptability, and Motivational Leadership
An understanding of the client management role and required responsiveness to client needs.
Strong influence skills and ability to manage and coordinate business projects with the clients.
The ability to work on multiple projects, manage time and meet deadlines.
Strong collaborative teamworking skills and ability to work in a high-pressure environment
A startup mentality and drive focused on being proactive, not reactive.

Responsibilities

Maintaining the client advocate stance.
Lead the Client Experience Organization and facilitate the growth of employees as they serve our clients.
Create value with consultative and proactive engagements.
Becoming entrenched in the business of our clients, understanding their products, strategies and their own organizational workflow.
Leverage the Client Experience Playbook to drive results and continuous improvement.
Collaborate with operations to find efficiencies and drive towards positive results.
Be a proactive member of the Boxzooka Leadership Team by clearly communicating performance levels, areas of opportunity and strategies for outstanding client support.
Publishing a summary of weekly client activities highlighting successes and monitoring SLAs.
Review the operational processes and provide feedback to the clients and/or internal team on recommendations where efficiencies and cost savings can be realized.
Collaborate with fulfillment team to manage client specific service level agreements for all aspects of the workflow
Summarize client ticketing data and provide analysis
Address all "escalations" and/or ensure that they are properly communicated with the management team for resolution.
Obtain client forecasts and communicate information with our operational peers to make them successful in execution.
Audit client forecasting accuracy.