Req ID: 48601
Posting Job Location: Utica, NY, US
Employment Type: Full Time
Segment: Specialty
Job Category: Sales
Work Location Type: Remote
Job Title: Manager, Customer Success Team
Job Description:
The Impact You'll MakeNow is a great time to join our Team! We are seekign an experience Manager for our Customer Success Team to lead a focused, effective team centered around providing superior service and support for our customers in the Data Center market. This position will help define and execute processes meant to keep response to customer quick, accurate and professional. They will manage a multi-regional team composed of customer success representative focused on owning day to day customer relationships by providing rapid response, accurate updates and understanding customer needs as part of a broader commercial facing team. This role will report to the Senior Director, Data Center Sales and Application Engineering and be a part of the leadership team helping set direction and create a stronger, more nimble team with a passion for building partnerships to help drive our success. This role with align with counterpart(s) to ensure consistent levels of support provided globally.
What You'll Be Doing- Lead, mentor, and coordinate a global Customer Success team to ensure service levels and accuracy in daily operations.
Contribute to our overall success by engaging as a leader of the Sales & Application Engineering team.
Lead by example with a passion to help our customers succeed and providing value to them with every transaction. Create a cooperative, team based culture based on providing superior service and response that is aligned with overall group strategy.
Follow standard work that exists, identify and develop new processes to drive efficiency and support unique market needs where required.
Guide team on proper approach to handle customer escalations and directly engage with customers proactively to resolve elevated issues.
Report out customer feedback to internal stakeholders to help guide continuous improvement that aligns with customer expectations.
Work with global operations, sourcing and quality team to align on providing timely, accurate answers to customer escalations in an efficient and streamlined process.
Support the Sales and Application Engineering team as partners for success.
Allocate workload delegation, monitor KPIs, and conduct regular performance reviews.
Provide coaching, training, and guidance to improve team capabilities and service effectiveness
Supervise order entry, quotation management, pricing updates, shipment follow ups, deliveries.
Handle internal conflict resolution, and ensure a positive work environment.
Strengthen customer relationships through proactive communication and service excellence.
Guide the team in accurate documentation of inquiries, complaints, and transactions.
Oversee and validate team transactions in SAP, Productivity Trackers, TAT reports.
What We're Looking For- Excellent verbal and written communication
Expertise in SAP SD (mandatory)
Experience managing a diverse, multi-region team is required
Fluency in English mandatory.
Some experience working in operations, sourcing and/or QC management is preferred
Analytical skills (Excel, reporting tools)
Strong Problem solving and troubleshooting skills
Multitasking and attention to detail
Continuous learning/ Growth mindset
Ability to travel internationally is required. - Preferrable to be located in the Eastern Time Zone
- Bachelors Degree (preferably in Sales and Marketing)
- Preferred 7-8 years of related experience
What You'll Get from Us- We promote from within and support your learning with mentoring, training, and access to global opportunities.
- You'll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
- We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
- You'll receive benefits like annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they're worth asking about-we think they're pretty great.
Ready to Make a Difference?If this role excites you, we'd love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.
