Manager of Customer Success

Build your career, design a future at Thompson Creek Window Company. We are the premier home improvement replacement products company serving the Mid-Atlantic region for more than 40 years. We are proud of our history, and proud to help our communities improve the comfort and conditions of their homes. Thompson Creek is looking for a goal oriented, problem solver to join our team as a Manager of Customer Success.

The Manager of Customer Success is responsible for overseeing the production of the Customer Success department, ensuring that we optimize our backlog for maximum production and 100% customer satisfaction. The Manager will be responsible for leading the customer communication and escalation process, scheduling optimization, and identifying any issues that may impede the customer service delivery process. Additionally, they will facilitate the resolution of any issues to ensure a smooth and seamless customer service delivery process. The successful candidate will have a proven track record of leading customer success and assurance teams, managing scheduling and production planning activities, and exceptional communication and leadership skills to effectively manage and coordinate with all levels of the organization.

ESSENTIAL FUNCTIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Manage the customer delivery process that optimizes backlog and ensures 100% customer satisfaction.
• Manage the team of Customer Success Supervisors (CSC) and Customer Assurance Supervisor (CAS), providing guidance and support to ensure successful outcomes of the customer service delivery process.
• Lead the customer communication and escalation process, ensuring that all customer inquiries and concerns are addressed in a timely and effective manner.
• Identify issues that may impede the customer service delivery process and work collaboratively with the team to facilitate timely resolution.
• Manage scheduling and production planning activities to ensure that revenue targets are met, and resources are utilized effectively.
• Collaborate with other departments to ensure that customer service delivery meets the highest standards of quality and customer satisfaction.
• Develop and maintain relationships with key customers and stakeholders to ensure that their needs and expectations are met.
• Develop and implement best practices for production planning, coordination, and customer success to ensure continuous improvement and optimization of operations.
• Provide regular reports and updates to senior leadership on the status of production planning and customer success activities, including progress towards targets and key metrics.
• Ensures that customers are invoiced, and final payment is paid-in-full.
• Manages direct reports holding them accountable for achieving results through coaching and performance management.
• Develop and manage budgets and resources to ensure effective allocation and utilization of resources to achieve production targets and customer satisfaction goals.
• Perform other duties as assigned.

SKILLS & ABILITIES

• Education/Experience: Bachelors’ Degree, at least 8 years of production planning and coordination or a related field, and at least 5 years’ supervisory experience; or any equivalent combination of education and experience.
• Strong familiarity with company products, and an understanding of the company’s policies, procedures, and established methodology for customer service delivery process.
• Strong analytical skills and the ability to develop and analyze key performance indicators (KPIs) to monitor departmental performance and drive continuous improvement.
• Experience with sales order generation, purchase order generation, scheduling optimization and resource allocation.
• Computer Skills: Strong computer skills and proficiency in relevant software applications such as Microsoft Office, customer relationship management (CRM) software, and production planning and scheduling software. Prior experience with SAP or similar ERP system is a plus.

Thompson Creek offers a generous benefits package including:

• Medical Plan with HSA
• Prescription Drug Plan
• Dental Plan
• 401k with Immediately Vested Company Match
• Educational Assistance
• Company-paid holidays
• Paid Time Off
• Additional Voluntary Benefits
• On the job training and professional development

About Thompson Creek

Thompson Creek Window Company is a privately owned and family-operated manufacturer and installer of energy-efficient home improvement replacement products. Founded in 1980, Thompson Creek began as a manufacturer of energy-efficient, maintenance-free vinyl windows. Since that time, Thompson Creek has evolved into one of the leading specialty home improvement contracting companies in the nation. The company’s product mix includes replacement windows and doors, vinyl siding and a clog-free gutter system. Thompson Creek is headquartered in Lanham, MD with a state-of-the-art 120,000 square foot manufacturing facility in Upper Marlboro, MD.

Drug-free Workplace

Thompson Creek Window Co participates in the E-Verify program

EOE

Job Type: Full-time

Pay: $77,000.00 - $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Upper Marlboro, MD 20772: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Supervising: 5 years (Required)
• Production planning: 8 years (Required)

Work Location: In person

Salary : $77,000 - $80,000