Apply on Employer Site

Socomec Group · 16 hours ago

Customer Success Manager

Boston, MA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Socomec Group is a B2B electrical manufacturer founded in 1922, specializing in critical power and energy solutions. The Customer Success Manager will oversee the customer success department, ensuring customer satisfaction and optimizing operations as the company grows in the US market.

ElectronicsManufacturing

Work & Life Balance

Responsibilities

Provide support and guidance to the team, support customer escalation, coach, train, ensure well-being of the team

Monitor team workload, redistributing where needed and creating opportunities for career development

Develop and deliver training programs for the department

Build, collect and analyze customer service department metrics

Conduct performance reviews of CS team

Be the entry gate for all customers’ requests. Collaborate with internal departments to resolve customer needs in a timely fashion, such as lead time, pricing, order acknowledgement, shipment tracking, etc

Be the entry gate for the sales team and external reps, to support in their pre-sales activities

Manage the entire customer order process: this includes order entry, order acknowledgement, invoicing, shipment follow-up, and product calls regarding product return, damaged shipments, etc

Coordinate with our local supply chain, technical support, finance and pricing departments as well as 2 local warehouses and 5 factories globally

With the support of our HQ and internal experts, implement actions, processes, projects, software automation to support organization strong scale up and growth (ERP, EDI, automated reports, etc.)

Implement processes and routines to ensure master data accuracy, such as customer contact information, pricing, etc

Collaborate with other departments to achieve performance and organizational goals

Lead quarterly meetings with department heads

Execute related duties as needed

Qualification

Customer service experienceERP implementationTeam leadershipProcess optimizationIT savvyProject managementMicrosoft OfficeSpanish languageFrench language

Required

A bachelor's degree in business administration or a related field

10 years of experience in customer service

Experience in international companies and interacting regularly with other countries

Experience of ERP implementation

Strong team leadership and sense of empathy

Demonstrated ability in process formalization, optimization and project management (including ERP implementation –knowledge of LN / BAAN / SAP is a plus)

Highly organized and detail-oriented

Confidence when speaking to customers

Problem solving skills

Manages multiple tasks while prioritizing work load

Exceptional follow-up, seeing tasks through to completion

Ability to work as part of a team

Works well under pressure

Takes ownership of issues and works alone with little or no supervision

IT savvy and comprehends business systems and procedures

Microsoft Office knowledge with emphasis on EXCEL, Word and Outlook