Good Sam Enterprises is seeking a Customer Success Manager focused on ongoing customer growth and care while guiding the customers through the process of sales into implementation and support. The Customer Success Manager will inspire and motivate a customer support and implementation team that supports Good Sam Campground Solutions reservation platforms. The team will be focused on understanding our customers' goals, strategizing with these customers on how to achieve their goals, and ensuring a smooth delivery of services.

The Customer Success Manager will build, coach and manage the customer support and implementation team guaranteeing the successful implementation of Good Sam Campground Solutions reservation platforms. The position will require cross-functional collaboration working with product development and the campground sales & account management team improving our processes, drive adoption and retention. The Customer Success Manager will report directly to the Director of Campgrounds.

Responsibilities

Lead and manage day to day operations
• Create customer facing training strategies so customers are successfully onboarded and understand best practices of platform to meet and improve their business needs
• Create engagement strategies with clients to develop a professional relationship through the provision of product, training and customer service
• Regularly check how the reservation platform is meeting customers' needs and identify areas for improvement
• Create strategy that encourages customers to upgrade their plan
• Create customer loyalty and retain them; keep track of renewals
• Resolve escalated product, billing or support issues from customer support swiftly
• Act as a customer advocate by articulating customers' needs for future product enhancements, new products and services and how we can serve our customers better to the Director of Campgrounds, Director of Sales and Director of Park Operations
• Interface with the product team to report bugs and issues in our platform and collaborate with them until the issue(s) are resolved
• Interface with the product team to communicate feature requests, review business requirements and perform UAT
• Weekly review support cases to ensure being answered timely and to established standards
• Prepare and provide a weekly report to Campground and/or executive leadership that articulates the usage of our platform, performance of your team members, challenges and wins your team is experiencing, needs you have to help your team succeed and relevant corrective adjustments or continued growth opportunities identified
• Identify and create efficiencies within department to improve productivity and profitability

Build and manage a state-of-the-art support and implementation team to support Campground Solutions reservation platform
• Create training plan with SOP's and continually train on updated functionality for your team along with sales and product and development teams allowing them to become product experts for our customers
• Clear roadblocks for the team in resolving customer needs
• Provide accountability and feedback to the customer support and implementation team related to performance on a monthly and/or quarterly basis - depending on need
• Hold weekly meetings with staff to support their learning and ensure prioritization of work and deliver clear communication of the deadlines and goals for the week and/or month
• Work with the Director of Campgrounds and other leadership to build career paths for the team, manage bi-annual reviews, and talent management efforts

Education & Experience
• Bachelor's degree in business or related field; or three to four years related experience in a customer-facing customer success field

Knowledge & Skills
• Proven experience with Microsoft Office
• Strong written and oral communication skills. Ability to deliver presentations and communications
• Ability to lead a cooperative effort among members across disciplines and projects
• Strong facilitation and conflict resolution skills
• Ability to build clear action items and accountability
• Strong project management skills, with a demonstrated ability to effectively manage multiple on-going assignments
• Basic understanding of marketing and sales processes
• Desire to work in a fast-paced, high-energy, dynamic and challenging environment
• Willingness to put in more working hours when required
• A successful history of developing, enhancing, and maintaining strong working relationships with both internal and external clients
• There will be rotating on call shifts, nights, holidays and weekends

General Compensation Disclosure

The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.

Pay Range:
$83,400.00-$127,900.00 Annual
In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com