Customer Success Manager

ABOUT THE ROLE

Elevate is built on 40 years of history - proof that a commitment to the highest quality materials and trusted partnerships withstand the test of time. The Elevate brands include roofing, walls, geomembranes, and rubber lining systems.

While our focus continues to be on smart, safe, and sustainable solutions for our customers, there's so much more on the horizon. Are you ready to help our customers find their solutions and success? 

See what is on your horizon as you look to the Customer Service Division in the role of Customer Success Senior Manager.

 

The Customer Success Manager is a key strategic and leadership role responsible for developing, continuously improving, and delivering a best-in- class, end-to-end order entry, management, and fulfillment experience at Holcim Building Envelope.

The role has significant levels of responsibility and accountability for operational delivery including:

• Fostering and maintaining a positive and motivating continuous improvement team mindset and culture.
• Best-in-class process development and execution.
• Critical KPI development, tracking and delivery.
• Strong relationships with internal and external sales organization.
• Implementation of new state-of-the-art technologies.
• Strategic project management.

This Leader works collaboratively with customers, sales, and supply chain to discover, engage, create, and deliver an industry-leading employee and customer experience. The Leader will support the Elevate product line.

 

WHAT YOU'LL BE DOING

Customer Order Management

• Strong work process adherence across the end-to-end process.
• Working closely with other functions for order delivery success.
• Establishes and manages performance metrics for customer service team members.

Delivers to Targets

• Critical understanding of present-day results and trends to escalate support needed for risk mitigation and proactive problem resolution.
• Establishes best-in-class work processes and service levels.
• Increase scalabilities for all processes to drive and optimize operational improvements.

Team Management

• Motivate team members and foster cross team learning for a positive employee experience.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Manages team member development needs and performance results.

Continuous Improvement

• Identify ways to simplify customer service operations processes utilizing continuous improvement analysis and audits.
• Supports system enhancements and automation to support a fast-paced, growth environment.
• Ability to independently lead projects to meet executive and organizational requirements.
• Experienced in root cause investigation methods and leading improvement projects.
• Acute ability to adapt to change management.

End to End Alignment

• Cross-functional understanding within the end-to-end.
• Integrated Supply Chain (Planning, Logistics, Distribution, and Manufacturing).
• Manages team and Plant/ Manufacturing collaboration efforts.

Customer Complaint Management

• Strong ability to communicate with customers and build loyalty-based relationships.
• Develops and implements methods to record, assess, analyze, and improve customer complaints/ feedback.
• Tracks progression to complaint performance metric targets.
• Identifies opportunities for improvement based on customer complaint data, driving to reduced and quickly resolve issues for the customer.

 

WHAT WE ARE LOOKING FOR

Education

• Bachelor’s degree in a related discipline.

Experience

• Minimum of eight (8) years of related work experience.
• At least five (5) years of management/leadership experience in Integrated Supply Chain, customer-facingrole, and/or Manufacturer-B2B.
• Business expert in the O2C space.
• Excel mastery and analytical skills.