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Job Details

Customer Success Manager

Company name
Williams Scotsman Inc

Location
Hanover, MD

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Job Description
Responsibilities of the Customer Success Manager include, but are not limited to:Safety/Environment: * Contribute to a working environment by providing exceptional and world class customer service * Conduct business in compliance with all Williams Scotsman Safety, Transportation, and Environmental Policies Customer Support: * We are looking for a skilled shared resource center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent shared resource center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot, partnered with an ability to see the \big picture\ and make improvements. As a shared resource center manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company. * Responsibilities o Implement company defined programs for the customer success team that include training on systems, process improvements, dealing with difficult customers and up-selling. o Manage goals and evaluate performance with KPIs regularly (accuracy, call-waiting time etc.) o Hire and coach personnel to maintain high customer service standards o Develop objectives for the center's day-to-day activities o Review and analyze center statistics * Drive compliance around the transactional order process to insure accuracy o Ensure the customer success team operates efficiently by actively managing the inbound and outbound customer contact, beginning at the handoff from sales at new order and following through post-delivery. o Take ownership of customers issues and follow problems through to resolution o Monitor and improve order fulfillment, service, returns and other customer facing procedures * Utilize Salesforce Service Cloud to track, analyze, and report performance data on key departmental initiatives. Customer Focus: * Strive for first call resolution to customer questions/requests * Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues * Form and maintain good relationships with external and internal customers at all levels of the organization Job experience & skills requirementsAbilities and Other Requirements: The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required. * Recruit, mentor and develop customer success specialists and nurture an environment where they can excel through encouragement and empowerment * Build sustainable relationships and trust with customers through open, proactive communication * Provide accurate, valid and complete information by using the right methods/tools * Manage team to handle customer issues, provide appropriate solutions and alternatives within the defined time limits, follow up to ensure resolution, keep records of customer interactions and file documents * Exhibit a high attention to detail and follow communication procedures, guidelines and policies Education and Qualifications * Bachelor's Degree in Marketing, Business or Communications preferred * 3 years proven leadership experience in an customer service environment; ability to develop, mentor, and empower the customer success team while creating a culture of accountability; experience implementing a centralized customer support function is a plus * Positive, patient leader with excellent organizational, communication, leadership, interpersonal and problem-solving skills * Able to build and maintain strong collaborative relationships across all levels and departments * Proficient with MS Office/Excel/Word/Outlook as well as Salesforce.com or other CRM; JD Edwards, or reporting tools like Cognos is a plus. * Capable of pulling and analyzing data to deliver insights on performance and strong ability to produce high-quality PowerPoint presentations for customer interactions and senior management. In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary. The employee must be able to verbally communicate with employees, co-workers and customers in person and by phone. Travel for trainining may be required. Compensation & Benefits InformationHere are some of the many benefits offered by Williams Scotsman: * Competitive Compensation * Medical, Dental, & Vision Insurance * Prescription Plan * Life Insurance * Disability Coverage * 401(k) Program with Company Match * Paid Vacation, Holidays & Sick Days * Employee Assistance Program * Tuition Assistance * Employee Referral Program Williams Scotsman is an AA/EEO/W/M/Vet/Disabled employer For further information on Williams Scotsman, Inc., see our website at www.willscot.com.

Company info

Williams Scotsman Inc
Website : http://www.willscot.com

Company Profile

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