Customer Success Manager

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

Position Summary:

Our Customer Success Managers (CSM) are the frontline support and problem solvers for all Clayton Supply facilities, building trusted business partnerships between our customers and our Supply facilities to provide value added services which supports sustainable growth and brand loyalty. It’s a role that combines traditional sales and market growth practices and aligns them with world class customer experience through training and teaching our customers to improve the collective business.  By championing company initiatives, the CSM will work to create efficiencies in product and inventory management, technology, product quality, and sales management to continuously increase the value we provide our customers and ensure an overall world class customer experience.

Essential Functions:

• Manage and maintain knowledge of products and merchandising, inventory management, and promotions, making positive adjustments when needed.
• Identify opportunities for improving services, business processes, and product loyalty to increase brand loyalty and drive customer satisfaction.
• Proactively embrace challenges while being committed to providing customers with excellent services and products.
• Create engagement and awareness to positively influence Customer Experience (CX) and customer referrals.
• Conduct frequent visits to business partners to monitor performance of our sites, identify opportunities for improvements, and provide product and/or service updates.
• Stay up-to-date on trends within the industry through frequent competitive analysis.
• Train customers on appropriate product application and inventory management.
• Develop an empirical understanding of our target audiences – their attitudes, behaviors, needs, and opportunities for engagement.
• Continuously prospect new opportunities where we could provide additional value to our customers while ensuring we are consistently providing exceptional customer service and building brand loyalty.
• Maintain the vision of continuous improvement and idea sharing to business partners and Supply facilities to ensure we continue to strive for optimal outcomes.
• Ability to work alongside customers to provide repairs/improvements to defective products and/or processes.
• Track and maintain service or quality incidents related to Clayton Supply.
• Perform other duties as requested, directed, or assigned.

Qualifications:

• Bachelor’s degree preferred, or minimum 8+ years relevant experience in customer service, outside sales, marketing, engineering, or building trades that require data-based decision making.
• 5+ years of work experience preferred in the areas of Sales, Marketing Research, Building trades, or Consulting.
• Position will be based in East Tennessee. However, candidate must be willing to travel on occasion (25% of the time) and flexibility with scheduling, working occasional weekends as needed. Willingness to initially travel extensively for division-specific product and process training.
• Must have great communication skills, written and verbal.
• Must continuously use the highest level of personal integrity and business ethics. Faithfully execute all applicable regulations of local, state and federal authorities.
• Great attention to detail, organizational, and analytical skills.
• Ability to work independently or in a team environment.
• Extensive customer engagement experience, problem solving and negotiating skills.
• Manufactured housing or construction experience is a plus.
• Motivated and self-starter.
• Must be able to safely lift 50lbs.
• Willing to learn, hard-working, determined, and assertive.
• Microsoft Office skills (Excel, Word, PowerPoint).

 Why Clayton?A Berkshire Hathaway Company - an integrity-based organization offering unlimited career growth opportunities.

Full-time team members have the flexibility to create