Customer Success Manager
The Customer Success Manager reports to the Fulfillment and Implementation Manager and works cross-functionally with sales, manufacturing, logistics, and operations to project manage the fulfillment and implementation of Mamava’s product and services. This position is based in Burlington, VT and works a hybrid schedule.
Effective and proactive communication, high attention to detail, excellent planning and risk mitigation skills are essential for this critically important role. The CSM’s project management span of control starts when Sales has a signed purchase agreement/order from the customer, and continues on to a product & service orientation, verification of the minimum viable customer data, order fulfillment, delivery, installation, and post installation product and service optimization.
The CSM partners with new and existing customers to ensure we have everything required to successfully fulfill, deliver, and implement their purchase, and guide the customer prior and post the fulfillment and implementation process to educate them, and optimize their experience. The CSM works closely with our 3rd party logistic partners to ensure the entire fulfillment process is frictionless for all involved parties, particularly, the customer.
Responsibilities:
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Project Management of the fulfillment, delivery, and installation of all Mamava products and services*:
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Verification there is a signed purchase agreement, and fully completed sales quote within the Enterprise Resource Management (ERP) platform (SageX3).
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Responsible for the creation and completion of sales order(s) within the Enterprise Resource Management (ERP) platform (SageX3).
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Initiation and execution of all customer communications related to fulfillment and installation via a Hubspot ticket.
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Audit the efficacy and accuracy of all fulfillment and implementation customer journey mapping (CJM) communications (manual and/or automated), and advocate for universal enhancements, as appropriate.
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Administer and consult with customers to support them successfully completing and returning the shipping and order questionnaire (SOQ) form, and all other required prerequisite information.
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Extra oversight and management of guaranteed and accessory orders.
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Execute and manage all Built to Order (BTO), and Custom Graphics on applicable orders.
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Independently perform standard quoting, purchase order (PO) generation, and recurring financial reconciliation.
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Coordination and delivery of all product and service orientations and optimization sessions (onboarding/offboarding), and refer all on upsell opportunities back to Sales.
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Management of all required customer site preparations and installation scheduling.
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Communicate and work directly with our strategic 3PL partners to initiate work orders and execute crew deployments on behalf of our customers.
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Customer follow up post delivery/installation to confirm exact pod location(s) and overall satisfaction.
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Ensures all fulfillment and installation (pre & post) fields/data is accurate and up to date within core operating systems (CRM & ERP).
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Manages and maintains customer contact information in HubSpot in partnership with the Sales team.
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Keeps records of all customer interactions within CRM
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Supports Sales Operations with proposals, vendor paperwork, 3PL certificates of insurance, as needed
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Follows Mamava communication procedures, guidelines, and policies
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Identifies and advocates for process improvement.
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Meets key performance indicators and service level agreements.
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Completes special projects as required.
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Provides on-call coverage as needed.
*excluding aftermarket repair and warranty.
Requirements:
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Two to four years of experience in Customer Service, Project Management or related management roles working cross-functionally.
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Ability to develop and maintain strong and positive working relationships with a variety of styles and preferences.
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Solid organizational skills including attention to detail and ability to multitask.
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Empathetic listener able to de-escalate customer situations and provide acceptable alternative solutions.
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Effective listening and analytical skills, as well as the ability to summarize information and offer solutions.
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Proven knowledge, expertise, passion for organization and process improvement
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Excellent communication skills - verbal and written.
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Problem solver with the ability to anticipate and mitigate risk.
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Self-motivated and proactive with demonstrated creative and critical thinking capabilities.
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Strong knowledge of Microsoft Office (Word, Excel, PowerPoint), Customer Resource Management, and Enterprise Resource Planning tool.
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BS/BA in relevant field.
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