Manager Customer Success- Remote

As a Manager of Customer Success at our company in the Construction and Building Materials sector, your primary responsibilities will include developing and implementing strategic sales initiatives that align with our organizational goals. You'll work closely with sales operations to establish achievable targets for your team while leading and motivating them to achieve those sales goals. Furthermore, fostering strong relationships with customers and internal teams will be essential to your role, as well as monitoring employee performance through KPIs and reporting your findings to senior leadership.

To be considered for the Manager Customer Success position, a Bachelor's Degree or equivalent work experience is preferred, along with a robust background featuring over 10 years in sales or customer service roles. Strong written and verbal communication skills across all organizational levels are essential. Additionally, proven customer service, problem-solving abilities, and advanced proficiency in Microsoft Office, particularly Excel, Outlook, and Word, are required for this role.

In the Manager Customer Success position, you can expect a collaborative and results-driven work environment that prioritizes professional growth and development. We value open communication and teamwork, providing our employees with the support they need to achieve their goals. You will also enjoy the flexibility of a fully remote role, allowing you to maintain a work-life balance while contributing to a dynamic and innovative company.

The Manager Customer Success role includes a travel opportunity of approximately 25%. This travel can be incredibly beneficial for your professional networking, as it offers the chance for face-to-face interactions with clients and partners. You will engage with a variety of stakeholders, enhancing both partnerships and customer satisfaction.

To excel as a Manager of Customer Success, you'll want to bring a self-starter attitude combined with a results-focused mindset. Attention to detail and strong organizational skills are crucial for managing your team and meeting sales goals. Experience leading a team of 10-15 direct reports is also highly valuable, as you'll need the skills to effectively motivate and guide your team towards achieving success.

In your response, highlight specific examples of how you have led customer success initiatives, focusing on metrics you used to measure success and challenges you overcame. Talk about how you inspired your team and the results of your leadership.

Discuss your process for aligning sales strategies with company goals. Provide examples of strategies you’ve previously implemented, including how you tracked their effectiveness and what you learned from the outcomes.

Identify specific KPIs that are relevant to customer success, such as customer satisfaction scores, churn rates, or upsell opportunities. Explain why they matter and how you have used them in the past to improve team performance.

Outline your approach to conflict resolution by discussing your steps to understand the client’s concerns, communicate effectively, and find a solution that addresses their issues while maintaining a positive relationship.

Share techniques that have worked for you, such as regular check-ins, proactive communication, and being responsive to customer needs. Highlight any successful outcomes from these relationships.

Describe your leadership style, including how you mentor and motivate your team. Discuss how you use performance metrics to analyze team progress and adjust strategies as needed to meet targets.

Explain your experience with using data to drive decisions and improve team performance. Provide examples of tools you used for data analysis and how they informed your strategies.

Outline a specific project, detailing your role, the objectives, the strategies you implemented, and the results achieved. This showcases your leadership capabilities.

Discuss your methods for staying updated, such as attending industry conferences, networking, reading relevant publications, and continuous professional development.

Share your familiarity with customer success platforms or CRM systems and how you've leveraged technology to enhance productivity, track customer interactions, or automate processes.