What are the responsibilities and job description for the Customer Success Manager (420) position at OSG USA?
Customer Success Manager
OSG USA, INC. is a leading manufacturer of taps, endmills, drills, and indexable cutting tools. OSG also serves the fastener industry by offering a complete line of thread rolling, flat, cylindrical, and planetary, rack and trim dies. The company markets its products to numerous industries including automotive, die mold, aerospace, energy, heavy industry and dental.
Position Summary:
We are seeking a Customer Success Manager to join our growing team! The Customer Success Manager plays an important strategic and supportive role in assuring superb service for customers at every stage of the buying process by leading and motivating the team of inside customer service and technical support sales innovators. The Customer Success Manager collaborates with Marketing, Engineering and Operations to ensure long-term customer retention and enhance customer satisfaction by providing product information, brand support, product upsells, and timely issue resolution to our customers. Relies on experience and judgement to plan and accomplish goals.
Job Functions for a Customer Success Manager:
- Develops, establishes, and monitors customer satisfaction goals, in line with Company objectives and mission; communicates and coordinates with team to ensure achievement on an ongoing and steady basis
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Serve as a product, company and industry ambassador, keen on educating the team and customers on the capabilities of our products and services
- Manages day-to-day operation within the inside sales department; takes and processes orders as needed
- Monitors and distributes work to team and effectively resolves customer inquiries in a timely manner
- Optimizes existing processes and creates effective customer service procedures, policies, and standards
- Analyzes service key performance measures, transactions, corrects records, and adjusts errors accordingly; provides suggestions for improvement
- Review customer complaints and concerns and seek to improve all aspects of the customer experience by offering alternate solutions tailored to the customers needs
- Works cross-functionally with other teams to communicate, gather and deliver information to track and optimize customer metrics
- Ensures proper department staffing, including hiring and training, maintaining proper coverage at all times, and is responsible for vacation/time-off scheduling
- Maintains a detailed understanding of Distributor discount structure, discount codes, product pricing, pricing structure, products, delivery times, drop ships, and promotions
- Collaborates with other departments to ensure proper order completion
- Assures compliance with policies, procedures, and regulations
- Owns and provides continued improvement on work flows, processes, and procedures to define, measure, analyze, improve and control quality
- Conduct weekly, monthly, quarterly and annual customer success reports; identify and prioritize product/service updates that reflect customer requests, industry, market, and competitor trends
- Provide insight and relay the voice of the customer with internal teams, including Sales, Marketing, Engineering, Operations, and Finance as applicable.
- Performs other allied duties as needed
Qualifications for a Customer Success Manager:
- High School Diploma or equivalent and 5 years of relevant experience
- Excellent English and grammar skills required to communicate orally and written externally to customer and internally towards innovators and management
- Exceptional ability to communicate and foster positive business relationships
- Excellent knowledge of MS Office Suite products
- Knowledgeable in related business and/or have the ability to learn
- Professional telephone voice/manner with ability to operate computer/telephone equipment and manage a multitude of tasks
- Great leadership skills with ability to motivate direct reports
- Ability to occasionally work remotely in adherence with the Organization’s remote work practices
Preferred Qualifications for a Customer Success Manager:
- Bachelor’s degree in business or related field
- Knowledge of MS Dynamics or similar ERP system
- Experience with Lean/Six Sigma methodologies
Benefits: Excellent, Low Cost Benefits
- 401K Tax Deferral & Profit Sharing Plan with full employer match up to 6%
- Comprehensive Premium PPO medical plan, dental and vision coverage
- Wellness Program Incentive - earn up to $1,040 off your medical premiums
- Flexible Savings Account (for medical and dependent care)
- Company paid Employee Basic Life/Dependent Life Insurance
- Company paid Short Term and Long Term Disability Insurance
- Begin accruing vacation immediately
- Up to 15 PTO days your first year
- Up to 3 Flex days each year
- 10 paid holidays
- Tuition reimbursement program
- Employee Assistance Program
Reports to: VP-Marketing, eCommerce & Customer Success
Job Type: Full-time, Exempt
Job Type: Full-time, Exempt
Hours: 8 a.m. – 5 p.m.
Location: 620 Stetson Avenue, St. Charles, IL 60174
Location: 620 Stetson Avenue, St. Charles, IL 60174
We welcome the opportunity to speak with you about becoming part of our team. Learn more about OSG USA, Inc. at www.osgtool.com.
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