Customer Success Supervisor

AboutTime

About The Position

Foundation Software, a rapidly growing, national provider of construction software and services, seeks a highly skilled, experienced Customer Success Supervisor to join our growing Customer Success team. This candidate will supervise a team of Customer Success Representatives and work with Foundation's customer to ensure they are happy, successful and providing value in our suite of products. The Customer Success Supervisor is responsible for supervising, supporting, and guiding our team of talented Customer Success Representative to form successful customer relationships. The ideal candidate will have a background in personnel management, customer relationship management, and a passion to go above and beyond to gain strong relationships with our customers.

Requirements

Proven ability to coach a team to provide top-level support to customers.
Excellent communication and critical thinking skills.
Superior organizational skills and the ability to work multiple projects simultaneously.
Ability to independently address complex situations while following established protocols.
Capacity to coach and hold the team accountable to KPIs and goals established for the department.
Salesforce or other CRM software knowledge.
Excellent communication and presentation skills, with the ability to engage and motivate diverse audiences.
Ability to work collaboratively in a team-oriented environment.
Creative problem-solving skills and a proactive approach to continuous improvement.
Basic computer and keyboarding skills, and the ability to navigate through a Microsoft Windows application.
The employee must have a valid driver's license and a driving record acceptable to the Company's insurance company.
3+ years' experience.

Responsibilities

Consistently mentoring the team of Customers Success Representatives to ensure they continue to grow within the role.
Establish recurring one-on-one meetings with each Customer Success Representative.
Assist in development and roll out of continuing education for the Customer Success team.
Serve as the point of escalation for Customer Success Representatives on their team to ensure all matters are addressed appropriately.
Collaborate with management on performance, training and growth opportunities arise for members of the Customer Success team.
Create consistent email communication templates and content to assist customers along their customer journey.
Identify gaps in process and identify solutions to ensure proper customer engagement from the Customer Success team.
Evaluate the effectiveness of Customer Success practice through customer feedback and adjust as needed.
Assist in the development of onboarding materials for new Customer Success Representatives.
Must continue your education with the Software, new modules, and any industry factors required to perform the job accordingly.
Notify management about escalated issues that need to be addressed.
Manage a churn process to ensure proper risk and churn documentation to assist in identifying opportunities to enhance process, our products or customer success approach to assist in churn reduction.
Collaborate with internal departments to report and address technical issues clients may be experiencing.
Adhere to all department and company standard operating procedures.
Project a professional and positive image as a company representative by providing thorough assistance to associates, clients, and third parties.
Assist in the rollout and process creation for any new product launches, internal role creation, etc.