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Senior Customer Success Manager

PRIDE Industries
Full-time
On-site
Roseville, California, United States

Pay Rate

$72,000 per year to $80,855 per year

Telecommute Status

Onsite

Announcement

PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position:

Job Description

PRIDE Industries 

Job Description 

  

 

Job: Senior Customer Success Manager

Job Code: AA142 - PR-Sr CustomerSuccess Mgr

HR Title Group: Sales and Marketing 

Salary Grade: E14 

FLSA Status: Exempt

Approval Date: June 2023

 

 

SUPERVISES: 

There are no direct reports with this position.

 

 

POSITION SUMMARY:   

Under limited supervision, the Senior Customer Success Manager manages relationships with key customers and liaises with internal manufacturing, engineering, quality, sales, distribution, and support teams to deliver superior results and an outstanding customer experience. Employees in this job class have a sense of urgency for troubleshooting issues and the ability to provide guidance on account growth opportunities; technology-savvy with a knowledge of manufacturing/supply chain/product assembly services, strong project management skills, excellent customer service skills, and the ability to troubleshoot and solve advanced technical and logistical problems.

 

 

TYPICAL DUTIES:  

1. *Defines, plans, and implements account strategy for large and medium-sized customer accounts, including strategic goals, timeframes, funding requirements, procedures, and allotment of available resources.
2. *Develops strong relationships with customers, including Customer Experience program activities and regular customer visits.
3. *Acts as the ‘voice of the customer’ to the business to ensure that account needs are met in the near term and advises the business as to the strategic needs of the customer in the long term.
4. *Acts as a catalyst to help drive organic growth with accounts.
5. *Develops and presents pricing to customers on new and existing contracts.
6. *Monitors accounts for ‘scope creep’ ensuring services align with contractual obligations.
7. *Conducts quarterly business reviews, meets account-based organic growth goals, and ensures account KPIs are met.
8. *Required to learn, use, and input accurate data into all departmental technology systems for internal and external reporting.
9. *Remains up-to-date on the latest industry trends to provide strategic advice to customers and the team.
10. *Develops, implements, and reviews Customer Service Index (CSI) for customer satisfaction reporting. Analyzes survey results and presents findings.
11. *Develops and manages quality programs for front-end manufacturing contract functions.
12. *Develops and monitors key performance indicators for auditing and evaluating customer service quality.
13. *Develops and implements program and account management processes and related tools to provide total customer quality satisfaction.
14. *Confers with operational teams to outline work plans and assigns duties, responsibilities, and scope of authority.
15. Performs other duties and special projects as assigned.

 

* Denotes Essential Job Function 

 

 

MINIMUM QUALIFICATIONS: 

• Three or more years of account management experience.
• Three or more years of prior related work experience in engineering, electronics, quality management or similar customer support role;
• Advanced knowledge of manufacturing and distribution concepts;
• Experience interpreting, implementing, and reporting quality standards;
• Technology savvy. Able to quickly learn and adopt new manufacturing and reporting tools;
• Able to communicate effectively both orally and in writing; to make presentations and respond to inquiries by management, team, vendors and/or customers;
• Experience working with at least one robust ERP platform
• Skills to build effective relationships with team and customers;
• Intermediate to advanced knowledge of word processing, spreadsheet, database, and presentation software;
• Knowledge of business English including vocabulary, spelling, and correct grammatical usage and punctuation;
• Mathematical skills to include the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations;
• Ability to establish priorities and solve a wide range of business problems;
• Demonstrated customer service, common sense, problem solving and analytical skills;
• Flexibility to respond to changing work priorities and handle numerous projects at the same time.

 

 

EDUCATION REQUIREMENTS: 

Bachelors in Engineering or related field
A comparable combination of formal education and work experience will be considered.

 

 

CERTIFICATES REQUIRED:  

The following licenses or certificates may be required depending on local, state and/or contract requirements:


Not Applicable

  

 

PHYSICAL REQUIREMENTS:  

Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:
 
• Viewing computer screen/monitor
• Utilizing keyboard
• Answering phone/making calls

  

 

WORK ENVIRONMENT:  

Work is performed in a normal office environment with limited privacy and some exposure to background noise. Employees may be required to work in excess of 8 hours in a day and/or 40 hours per week.

   

 

DISCLAIMER:  

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor’s instructions and to perform the tasks requested by their supervisors. 

 

 

At PRIDE, we make a difference in the lives of many, one job at a time.

How to Apply

Ready to make an impact?
Join an organization where business meets purpose and every role contributes to a greater mission. Apply today at PRIDE Careers and be part of something meaningful.

 

Learn more about who we are and what we stand for at www.prideindustries.com.

 

PRIDE Industries is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other characteristic protected by law.

 

Thank you for considering a career with us—we look forward to connecting with you!