Senior Manager, Customer Success

Our client is a leading childcare catering company that provides healthy, delicious, child-friendly meals and snacks to childcare centers and schools. They combine excellent nutrition with flavors and foods children love and are hiring a Senior Manager of Customer Success.

Reporting to the Senior Director, Sales and Customer Service, the Senior Manager of Customer Success is responsible for leading and managing the Customer Success function. Responsibilities span from partnering in the creation of the function strategy to overseeing the day to day operations of the Customer Care team. The role would be responsible for setting targets and strategies to support an amazing customer experience as measured by the Net Promoter Score. Ultimately, this role will be responsible for leading, developing, inspiring, and managing their direct reports and leading other indirect roles that will support the function in achieving business and performance objectives, and exceeding customer expectations. This role is responsible for the overall retention of our customers and for approving customer‑centric policies.

Success in this role will encompass the implementation of customer centricity throughout the organization and leadership of the Customer Success team delivering on priorities, goals and continuous improvement. The Senior Manager, Customer Success is customer‑centric, results driven, and focused on creating an experience for clients that will continually exceed their expectations. To be successful in this role, the Senior Manager of Customer Success will be able to create a clear, inspiring and measurable strategy and plan for the function. This person will plan proactively through initiatives and be able to prioritize projects balancing day‑to‑day work in a dynamic environment. The Senior Manager of Customer Success will leverage their experience in ‘moving the needle’ on customer success and experience and engaging their team through the process of change. The successful person will possess excellent communication and organizational skills. The Senior Manager of Customer Success will add value by challenging the effectiveness of established procedures and developing continuous improvement processes for the organization and brings the voice of customer and customer insights into meetings and decision‑making processes. The successful incumbent will be able to work collaboratively while raising the bar on customer experience.

RESPONSIBILITIES:

Talent

• Recruit and train personnel and allocate responsibilities.
• Assess staff performance and provide coaching and guidance to ensure maximum efficiency and a team aligned with departmental objectives and culture.
• Follow the company’s talent program and evaluate staff quarterly.
• Develop “A” players to uphold a high performing customer care team.
• Responsible for staff planning, scheduling and payroll approval for their department.
• Planning and optimizing customer care responsibilities.
• Ensures confidentiality, diplomacy, and tact at all times.
• Maintaining a regular cadence with the team.
• Ensuring that performance management is reviewed regularly, feedback is provided in a timely manner, and any issues are documented.
• Having open and honest communication (being able to have tough conversations when necessary).

Customer Success

• Overall accountability for the Customer Success function including account management, team leaders, and customer care and indirect accountability for others who may be delivering on customer success initiatives that are a part of a different function.
• Effectively and consistently is the chief voice of the customer and owns the Core Customer profile recommending changes and raising awareness on the implications of these changes as our customer continues to evolve.
• Strategically assesses current state comparatively to a desired future state and creates a clear path and strategy to moving the function to future state.
• Strong ability to project, manage and execute on plan engaging employees and customers throughout.
• Develops systems and processes that deliver on a proactive customer experience and success.
• Learns, applies and plans the implementation of the customer centricity model.
• Builds feedback mechanisms and identifies trends through actionable data to be the foundation for change recommendations, new programs, new or modified processes, policies and procedures.
• Effectively resolves escalated issues with the customer while collaborating with teams.
• 3 wide / 3 deep – ensuring our customer relationships are being proactively managed.

Continuous Improvement, Innovation & Expertise

• Responsible for measuring and achieving KPIs related to the Customer Care department, such as Retention, CSAT (Customer Satisfaction Score), and Net Promoter Score, sets new targets, and KPIs as needed to deliver on overall goals and expectations for the Customer Experience function.
• Successfully builds plans, programs to make meaningful and incremental improvements to our customer net promoter score, CSAT score that supports our overall Dominant Brand objectives.
• Creates a proactive customer retention strategy.
• Aids in the identification, assessment, and integration of new technologies within the function.
• Makes Level 3 recommendations for continuous improvement within the scope of their function.
• Connects CI team initiatives to the overall Customer Success strategies.
• Drives a spirit of continuous improvement within their function ensuring that quarterly CI initiatives are planned, executed, tracked and measured.

Leadership

• Lives the company values and supports others to also live the values.
• Leads and role models culture with their team through cadence and communication and through the company by leading and participating in culture events.
• Works with the Nutritional Services team to develop a semi‑annual menu that will be well received by customers.
• Collaborates with Marketing, Sales and Production to develop and deploy programs and events to elevate customer success and engagement.
• Leads cross‑functional teams on special projects and objectives as needed.
• Actively participates in cross‑functional teams by helping resolve cross functional issues or problems to optimize flow and the customer experience.

DESIRED PROFILE

• University Degree with a focus on Business Administration (preferred).
• Proven experience leveraging technology including ERP, CRM (Hubspot preferred), MS Office, planning technology, surveys, presentations, and other technologies to support effective rollout of initiatives.
• Minimum 5‑8 Years experience in planning, implementing, and measuring customer success, customer experience and engagement strategies and tactics.
• Minimum 5‑8 Years experience in leading teams through change management processes.
• Excellent organizational skills, with strong attention to detail.
• Experience with child care customers is an asset.
• Models and upholds the company’s charter and values, and brings it out in others.
• Exhibits a Growth Mindset for ongoing learning and continuous improvement.
• Customer Focus: Demonstrates a strong customer orientation to enhance business performance.
• Change Management: Embraces change by being resilient to support and position the business for future success.
• Decision Making: Employs the right mix of analysis and experience to formulate sound judgments.
• Motivating Others: Creates a climate that engages and empowers people to perform at their best.
• Results Focus: Ensures accountability and commitment to achieve business objectives.
• Communication: Expresses information and ideas in a clear and compelling manner.
• Digital Literacy: The ability to discover, evaluate, and use information and technology effectively through various apps and digital tools.
• Continuous Improvement