Manager, CS Engagement
About The Position
The Manager, CS Engagement leads a team of Customer Success (CS) Engagement Specialists located in Developed or Emerging Markets (NAM, EMEA, or APAC). The role supports CS management in delivering high-quality customer contacts and service across West’s customer base, collaborating with the Commercial team to identify opportunities and ensure customer expectations are met, as measured by surveys. As a Customer Success leader, this person advocates for the team within West and drives Customer Success initiatives associated with key projects and organizational changes. The position is hybrid and requires onsite work three days per week. Travel is up to 5%, or 13 business days per year. No relocation is provided. The role is sedentary and involves sitting most of the time, with occasional exertion of up to 10 lbs/4 kg and negligible force frequently or constantly to move objects.
Requirements
- Bachelor’s degree in business or equivalent experience.
- At least 8 years of experience in client services or customer service.
- At least 3 years of experience leading a team in client services or customer service.
- Ability to deliver a great customer experience and remain energized by frequent personal interaction.
- Ability to communicate effectively, understand complex ideas and concepts, and interact with people at various internal levels and with customers.
- Ability to multitask, work under time constraints, solve problems, and prioritize.
- Working knowledge of MS Office or ability to learn it quickly; intermediate-level Excel skills at minimum.
- High proficiency in written and spoken English.
- Strong communication skills.
- Strong interpersonal skills, including approachability, listening, and empathy.
- Strong learning capacity.
- Ability to work independently in a global environment.
- Awareness of and ability to comply with relevant company SOPs and safety policy.
Nice To Haves
- Two to three years of direct experience in customer interaction roles.
- Knowledge or experience with ERP tools such as SAP Sales and Distribution.
- Understanding of Incoterms and export/commercial documentation.
Responsibilities
- Lead a group of CS Engagement Specialists in EMEA, NAM, or APAC to execute customer contacts effectively and efficiently.
- Support Multinational, Industry Partners, Speciality, and Emerging customer bases in collaboration with the Commercial team.
- Work with the Sr. Manager, CS Engagement to allocate accounts to specialists appropriately based on skills assessments and matrices.
- Collaborate with other Managers, CS Engagement to align processes, improve workflows, and build rapport among global CS Engagement Specialists.
- Deliver core performance objectives, including SIOE risk mitigation, parked order resolutions, customer account setup, Master Data maintenance, and MyAccount setups.
- Promote the “MAKE a Difference” CS culture: Move Forward, Act Global, Keep Promises, Engage, and Commit.
- Identify team skill needs and drive development with Sr. Training Specialists in CS Analytics and Digital Solutions and Commercial Training and Enablement.
- Foster a high-performance culture focused on efficiency, accountability, collaboration, and continuous improvement.
- Plan weekly workloads and set daily priorities to meet operational targets.
- Identify and remove obstacles to consistently high service levels, as measured by pulse services and CSAT survey results.
- Support the design, enhancement, and testing of internal systems.
- Define ongoing best practices, including recurring review and approvals of internal SOIs/SOPs.
- Conduct performance reviews and motivate and guide the team according to West competencies and CS initiatives.
- Support compliance, audit, and complaint investigations as appropriate to ensure compliance with West procedures.
- Maintain close relationships with CS Operations, SCM, Operations, Quality, and Shared Services stakeholders to meet customer needs internally and externally.
Benefits
- Flexible vacation, personal, and holiday leave (PTO).
- Performance-based bonuses, service recognition, and employee appreciation initiatives.
- Eligibility to participate in location- and employment-status-applicable benefits and total rewards programs.
- Potential eligibility for variable compensation and other incentive programs, according to the applicable country plans.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
