Customer Success Manager

Scope: Maintain awareness and communication with B2B customers and leads with the objective of turning customer interest into completed orders by providing an excellent experience, speedy response time, personalized offers for customers.

This role requires frequent reprioritization and ability to understand time sensitivity in the customer purchasing process.

Responsibilities:
• Create and send presentations/ marketing material within 24-48 hours.
• Schedule meetings and build relationships with new and existing customers.
• Ensure outside sales (your manager) is following up with clients in a timely manner.
• Take customer requests and create new innovative offers.
• Support clients through the sales process
• Create and improve sales SOPs/ processes to provide the best possible customer experience and achievement of sales targets.
• Collect written payment approval from clients
• Prospect new sales opportunities and channels
• Work directly with manager on new business opportunities and attend necessary meetings.
• Collaborate with design team to complete creative.
• Create and maintain systems to ensure corporate orders are completed on time and up to customer standards.
• Collect customer shipping information and upload to ship station.
• Create schedules and deadlines for all projects and communicating those to all staff involved in the project.
• Manage & lead corporate sales internal meeting.
• Instruct purchasing to order products needed for corporate orders.
• Ensure all product ordered for corporate orders is sold in timely manner.
• Utilize short coded items into corporate order assortments
• Send shipment manifest within 48 hours of shipping customer order
• Follow up with customers to confirm they enjoyed their order. Also have them completed a customer satisfaction survey in a separate communication.
• Create customer project files and update form as needed
• Prepare a priority list each Monday of priorities projects to be completed that week.
o Prepare a weekly closing list that lists the priorities that were completed and ones that were not. If they were not, provide details around why.
• Prepare an agenda for weekly calls with manager and corporate teams that are to be submitted a minimum of 1 hour prior to the calls.
• Daily updates to organize all client information within Asana, Hub Spot, Data Base, and Sales tracker.
• Daily follow up with previous clients and turn into repeat purchases. Keep warm.
• Daily sign off via slack with bullet points of priorities completed sent to manager.
• Daily communication with clients through email, phone call, text, and video.
• Daily follow up with leads gone cold to turn into purchases. Keep warm.