What are the responsibilities and job description for the Customer Success Manager position at NFI Industries?
NFI is seeking a Customer Success Manager to oversee an account management team for a new and exciting strategic initiative providing eCommerce fulfillment services to the mid-market.
The position manages merchant service coordinators who are responsible for interaction with merchants on a day-to-day basis regarding operations performance, service, and continuous improvement projects. Works with cross-functional team to engage in high priority merchant opportunities that drive the business to the next level in achieving agreed upon profitability, service, and merchant satisfaction. This position reports to the Senior Director, eCommerce.
Shift Available
Monday to Friday -- 1st Shift Available.
Essential Duties & Responsibilities:
Manages, plans, and develops merchant service coordinators who are responsible for eCommerce client relationships
Oversees’ key strategic merchant accounts, working directly with merchant and/or assigned merchant service coordinator to meet needs and defined success criteria
Resolves day-to-day issues and identify proactive opportunities to drive value to clients
Coordinates the involvement of NFI management, including sales, operations, finance and others in order to deliver expected delivery performance. Will organize meetings and updates as appropriate
Works with operations during any new onboarding or start up process to ensure merchant expectations are achieved
Leads a joint company strategic account planning process that develops mutual performance and cost objectives for new business
Creates and monitors dashboards to track performance and expenses
Ensures detailed SOP’s are utilized and updated as required
Establishes productive, professional relationships with personnel at assigned accounts
Coordinates QBRs by preparing documents and ensuring appropriate team members from NFI and merchant participate
Communicates internal and external obstacles that is limiting growth, service, and profitability
Defines and articulates business strategies by applying knowledge based on the eCommerce industry
Responds to ongoing support requests from merchants and merchant service coordinators
Requirements:
5 to 7 years’ experience in Supply Chain Management, or customer service
Proven success in strategic thinking delivering internal/external results
Strong acumen in computer software applications using MS office; Access, Excel and PowerPoint, as well as warehouse operating systems and Kronos
Project Management skills
Excellent oral, written, and communications skills
Excellent presentation skills
Must be proactive and able to work independently
Ability to multi-task, prioritize, and manage time effectively
Quick learner with a strong desire to work in a fast paced environment
Ability to travel up to 25%, with extended travel for start-ups/special projects
Preferred
Degree - BA / BS preferred
Other
This is a client-facing position responsible for supporting cross-functional teams in support of new business growth. Demonstrated communication skills, program management/project management skills, and team facilitation skills are required. Experience facilitating workshops, team projects, and client consulting engagements is critical.
Preferred area: OH, IN, IL, PA
#LI-KC1
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
The position manages merchant service coordinators who are responsible for interaction with merchants on a day-to-day basis regarding operations performance, service, and continuous improvement projects. Works with cross-functional team to engage in high priority merchant opportunities that drive the business to the next level in achieving agreed upon profitability, service, and merchant satisfaction. This position reports to the Senior Director, eCommerce.
Shift Available
Monday to Friday -- 1st Shift Available.
Essential Duties & Responsibilities:
Manages, plans, and develops merchant service coordinators who are responsible for eCommerce client relationships
Oversees’ key strategic merchant accounts, working directly with merchant and/or assigned merchant service coordinator to meet needs and defined success criteria
Resolves day-to-day issues and identify proactive opportunities to drive value to clients
Coordinates the involvement of NFI management, including sales, operations, finance and others in order to deliver expected delivery performance. Will organize meetings and updates as appropriate
Works with operations during any new onboarding or start up process to ensure merchant expectations are achieved
Leads a joint company strategic account planning process that develops mutual performance and cost objectives for new business
Creates and monitors dashboards to track performance and expenses
Ensures detailed SOP’s are utilized and updated as required
Establishes productive, professional relationships with personnel at assigned accounts
Coordinates QBRs by preparing documents and ensuring appropriate team members from NFI and merchant participate
Communicates internal and external obstacles that is limiting growth, service, and profitability
Defines and articulates business strategies by applying knowledge based on the eCommerce industry
Responds to ongoing support requests from merchants and merchant service coordinators
Requirements:
5 to 7 years’ experience in Supply Chain Management, or customer service
Proven success in strategic thinking delivering internal/external results
Strong acumen in computer software applications using MS office; Access, Excel and PowerPoint, as well as warehouse operating systems and Kronos
Project Management skills
Excellent oral, written, and communications skills
Excellent presentation skills
Must be proactive and able to work independently
Ability to multi-task, prioritize, and manage time effectively
Quick learner with a strong desire to work in a fast paced environment
Ability to travel up to 25%, with extended travel for start-ups/special projects
Preferred
Degree - BA / BS preferred
Other
This is a client-facing position responsible for supporting cross-functional teams in support of new business growth. Demonstrated communication skills, program management/project management skills, and team facilitation skills are required. Experience facilitating workshops, team projects, and client consulting engagements is critical.
Preferred area: OH, IN, IL, PA
#LI-KC1
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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