Senior Manager, Customer Success (Remote)

Office Depot • Boca Raton, FL

104d • Remote

About The Position

The VEYER Customer Success organization is an innovative new business approach to maximize customer satisfaction for existing customers which results in increased loyalty, revenue and reduced churn. A Customer Success Lead / Sr. Lead is a business savvy professional responsible for developing and maintaining positive relationships with multiple contacts, including key stakeholders. Responsible for fully understanding the customers goals, and working closely with sales, solutions and operations to fulfill the customers' needs throughout the customer journey. They act as a bridge between the Sales and Customer Service teams, and help customers achieve their goals with VEYER Logistics services.

Requirements

• Bachelor's degree or equivalent experience in Customer Service or Supply Chain.
• Minimum 8-10 years of experience in related field.
• Experience working with enterprise customers in 3PL eCommerce account management, account success or customer service.
• Proven ability to build and maintain relationships at all levels within an enterprise organization.
• High sense of urgency with the ability to influence decisions to meet objectives.
• Supply Chain knowledge preferred.
• Working knowledge of technology to be able to understand and educate on order - delivery process.

Nice To Haves

• Superior relationship building skills.
• Customer focused with the ability to upsell.
• Enthusiastic, passionate, reliant and adaptable.

Responsibilities

• Own primary relationship with Tier 1 customers post go live.
• Proactively build and maintain strong relationships by understanding customer's requirements and providing solutions to accomplish their goals.
• Helping customers to identify and capitalize areas that will drive long term success and engagement.
• Create, facilitate and lead monthly, quarterly business reviews, studying service level metrics to drive satisfaction and revenue expansion.
• Collaborate with internal teams, such as Sales, Solutioning, and Operations to ensure a smooth customer onboarding process, implementation, and resolution of any issues.
• Educate the customer on products and service usage providing solutions that drive customer value.
• Proactively identify customer needs and goals, developing strategies to drive success and optimize customer journeys.
• Identity/promote opportunities for business renewals and service expansion (upselling and cross-selling).
• Report on critical metrics sharing results and meaningful items with cross functional partners to meet goals of the customer.
• Oversee customer satisfaction and success metrics proactively addressing customer inquiries, resolving issues and pain points through educating, and promoting/expanding VEYER services.

Benefits

• Competitive salaries.
• Benefits package including 401(k).
• Opportunities for growth within the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree