Dollar Fulfillment Hiring for Customer Success Manager at United States Full Time

Position Description: Dollar Fulfillment is a rapidly growing third-party fulfillment company (3PL) for e-commerce brands with facilities in Tennessee and Idaho. We are seeking to add an experienced and highly skilled Customer Success Manager to support our two of our largest clients. Dollar Fulfillment aims to offer an unrivaled customer experience to our clients from all aspects of our business. Our ideal candidate will go above and beyond to assist our clients and take a proactive approach to providing them with top-tier service.

The Customer Success Manager is responsible for maintaining the efficient functionality of our client operations division of the business with particular emphasis on our largest account within the company. The Customer Success Manager is responsible for developing strong relationships with clients while staying connected with key business executives and stakeholders. This role is also responsible for managing the Client Success Representatives on the team. The Customer Success Manager is responsible for maintaining consistent and efficient results that meet the desired quality and standard of Dollar Fulfillment. 

Responsibilities: 

·      Building strong client relationships to maintain current clients and acquire new clients

·      Collaborating with various internal departments to ensure they fulfill all customer requests

·      Monitoring and analyzing data to resolve complaints and keep track of all processes that pertain to the client’s needs

·      Strong customer service and interpersonal skills for dealing with different types of clients

·      Assist with challenging client requests or issue escalations as needed

·      Effectively communicating company values and updating clients on any new products or programs

·      Responsible for compiling, assessing, and presenting comprehensive inventory ing/data showing patterns, inventory needs, and availability to Leadership to ensure business targets are achieved

·      Own the client experience of our customer base from day 1, being a strategic growth partner and problem solving resource to support their long-term goals. 

·      Serve as the primary point of contact for all customer inquiries and needs.

·      Engage with clients proactively to develop and maintain authentic, positive relationships, foster a best-in-class customer experience, and drive retention. 

·      Gather and apply insights from customer feedback to support continuous improvement of the customer experience, seeking new ways for us to support our customers. 

·      Collaborate cross-functionally with our sales, warehouse operations, and finance teams to optimize the customer experience, develop/support strategic marketing plans, and ensure KPIs are being met. 

·      Work with our finance team to identify and resolve billing disputes. 

·      Maintain accurate client records, keeping track of any contract updates and renewals.

·      Assess customers’ goals and recommend appropriate services as needed, ensuring that each client is getting the ideal suite of services for their unique needs. 

·      Leverage a deep understanding of the technical aspects of our WMS to find solutions to customer needs and improve overall customer experience. 

·      Supervise and direct the work of other client success representatives.

Requirements and skills:

·      Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager or relevant role (2 years minimum)

·      Ability to communicate, present and influence at all levels of the organization

·      Time management and multitasking skills to handle multiple tasks and clients

·      Strong organizational skills and attention to detail

·      High Proficiency in MS Office (particularly MS Excel)

·      Experience delivering client-focused solutions to customer needs

·      Strong verbal and written communication skills

·      Bachelor’s degree in business administration or relevant field

Work Environment:

·      Ability to lift boxes over 40 lbs if work activity demands it

·      This is a remote position

Compensation & Benefits:

·      Competitive salary based on experience

·      Health, vision, and dental benefits

·      401(k) with 4% company match

·      Paid vacation time

·      Paid holidays and sick leave

Job Classifications:

·      s to: VP of Client Operations

·      Department: Operations

·      FLSA: Exempt