Reports to: VP, Operations
Direct reports: Client Success Advocates
Location: Westfield, IN
The Client Success Advocate Manager leads the Client Success function and is responsible for ensuring a consistent, responsive, and accurate post-sale client experience. This role develops and manages the people, processes, standard work, and performance expectations used by Client Success Advocates from receipt of a client purchase order through successful delivery and resolution of post-sale issues.
The Client Success Advocate Manager ensures effective coordination between Client Success, Sales, Solutions, Operations, Finance, Supply Chain, Quality, Shipping, and other supporting functions while maintaining clear ownership and accountability at each handoff.
For designated strategic clients, Client Success Advocates are aligned with specific Account Representatives. For other clients, the Manager ensures effective pooled coverage so client needs are addressed consistently, regardless of which Advocate receives the request.
Objective and Overview:The primary objective of the Client Success Advocate Manager is to ensure that the Client Success team provides an exceptional and consistent post-sale experience while enabling Operations to successfully execute client commitments.
The Manager is responsible for building a Client Success organization that is:
- Responsive to client needs
- Accurate in order processing
- Proactive in identifying client-impacting risks
- Consistent in following established standard work
- Effective at coordinating across internal functions
- Clear about ownership and escalation
- Focused on closing the loop on every client request
The Manager establishes standard work, monitors performance, develops team members, balances workload, resolves escalated issues, and continuously improves the processes used to support clients.
The Manager does not replace the Account Representative's ownership of the commercial relationship or significant client issues. Likewise, the Manager does not assume ownership for responsibilities belonging to Operations, Solutions, Supply Chain, Quality, or other functional areas. Instead, the Client Success organization serves as the primary post-sale communication and coordination point for the client.
Key Metrics/Measurements:To be determined, but in following areas:
- Client Responsiveness
- Order Entry & Accuracy
- Customer Revision Approvals
- Customer Issue Management
- On Time Delivery
- Training Completion
Requirements:Education: College education preferred. Relevant experience and equivalent knowledge may be considered.
Experience: 10+ years customer service supervisory experience in a manufacturing or production environment.
Benefits- Medical, dental, and vision insurance
- Short-term and long-term disability
- PTO and paid holidays
- 401(k) with employer match
- Life insurance
