The VEYER Customer Success organization is an innovative new business approach to maximize customer satisfaction for existing customers which results in increased loyalty, revenue and reduced churn. A Customer Success Lead is a business savvy professional responsible for developing a positive customer experience and fostering healthy working relationships. Responsible for fully understanding the individual needs of each customer, and to champion fulfillment of those needs throughout the customer journey.
They act as a bridge between the Sales and Customer Service teams, and help customers achieve their goals with VEYER Logistics services. The common duties and responsibilities of a Customer Success Lead are:
· Building and maintaining strong relationships with clients – own the relationship post contract of Tier 2 customers (see Tier structure below).
· Identifying upsell/cross sell opportunities and partnering w Sales to make it happen.
· Proactively addressing customer inquiries and resolving issues before customer calls
· Monitoring customer satisfaction and success metrics
· Promoting the value of the product or service
To be a successful Manager, Customer Success, you need to have excellent communication and interpersonal skills, as well as Supply Chain knowledge to educate/promote the services VEYER is selling. You also need to have a customer-centric mindset, a problem-solving attitude, and a passion for helping customers succeed.
Primary Responsibilities:
- Own primary relationship with Tier 2 customers post go live. Proactively build and maintain strong relationships by understanding customer’s requirements and providing solutions to accomplish their goals. Helping customers to identify and capitalize areas that will drive long term success and engagement.
- Conduct monthly, quarterly business reviews, studying service level metrics to drive satisfaction, and revenue expansion. Ex: OTD, Fill Rate, LEOTC, Perfect Order. In person visits as needed.
- Collaborate with internal teams, such as Sales, Solutioning, and Operations to ensure a smooth customer onboarding process, implementation, and resolution of any issues. Educate the customer on products and service usage and help drive customer value
- Proactively identify customer needs and goals, developing strategies to drive success and optimize customer journeys (end to end process), not just touchpoints. Identity opportunities for business renewals and service expansion (upselling and cross-selling) and partner across teams to execute.
- Oversee customer satisfaction and success metrics proactively addressing customer inquiries, resolving issues and pain points through educating, and promoting/expanding VEYER services. Success metrics include but are not limited to: NPS, Customer retention, Up-sell revenue targets. Increase / revise approach based on metrics.
Education & Experience:
- Level of Formal Education: Bachelor’s degree or equivalent experience
- Area of Study: Customer Service, Supply Chain
- Years of Experience: Minimum 5-7 years of experience in related field
- Type of Experience:
- Experience working with mid size customers in 3PL eCommerce account management, account success or customer service
- Proven ability to build and maintain relationships at all levels within an enterprise organization.
- Supply Chain knowledge preferred.
- Technical Competencies & Information Systems: Working knowledge of technology to be able to understand and educate on order – delivery process
- Skills & Abilities: Superior relationship building skills, customer focused, ability to upsell
- Personal Attributes & Other/Preferred: Enthusiastic, passionate, reliant and adaptable.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
About The ODP Corporation
The ODP Corporation (NASDAQ:ODP) is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores. Through its operating companies Office Depot, LLC; ODP Business Solutions, LLC; and Veyer, LLC, The ODP Corporation empowers every business, professional, and consumer to achieve more every day.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned.
Pay, Benefits & Work Schedule
The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.
How to Apply
Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.
Application Deadline
The job posting will remain open for a minimum of 3 days and will expire once the position has been filled.
Equal Employment Opportunity
The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.