Manager, Customer Success

We are currently seeking a dynamic Customer Success Manager to join our growing teams across the country. CT (Corporate Trust) Corporation is the global leader of legal entity management, corporate compliance and due diligence solutions. Businesses and law firms around the world trust CT Corporation to manage their most critical business and legal compliance responsibilities.

As the Customer Success Manager, you will ensure that the Customer Success Team is fulfilling customer orders, upselling services where possible, working on maintaining cordial relationships with all customers, and providing a world-class customer experience. The Customer Success Manager also establishes policies and procedures, in accordance with the consumer laws, to provide necessary customer service and promote good customer relations. 

In this role, you will report to the Associate Director, Customer Success, and work a hybrid schedule from our local Columbus, Ohio office. (Two days in office and three days from remote home office) .

Responsibilities:

• Develop and monitor business plans, goals and objectives to effectively guide the team, manage and ensure the continued growth of the business by communicating the organizations goals, vision and mission to inspire and motivate staff; articulating and demonstrating the value and benefit of service offerings to the team and to customers; and implementing action plans with staff to lead them to achieve individual and team goals and objectives, including delivering an industry-leading customer experience, retaining existing customers, and growing revenue. 
• Manage the workflow processes of the team in the following areas (order transactions, lead generation, service of process inquiries and issues, billing inquires and issues, execution of account maintenance and delivery instruction entry) by overseeing the fulfillment of customer business needs, understanding jurisdictional requirements, corporate filings, options for forming new business entities, retrieving corporate documents, strategies for effectively searching public records, updating customers on state corporate status information); ensuring proper work and follow-up is performed to deliver fast, reliable service to customers; improving team member order management practices to proactively reduce errors and head-off potential filing and document ordering issues for customers; supervising invoicing processes in order to reduce billing revisions; assuming final accountability for the teams actions during financial aspects of client orders (e.g. , posting charges for transactions, issuing checks for disbursements, following through to collection) to meet annual revenue goals; training, developing, and directing team members to provide excellent, high-level consultative customer support through all corporate service processes; and fostering positive working relationships between team members and other internal departments. 
• Manage the day-to-day activity of team by monitoring operations to ensure the workload is evenly distributed throughout the team; effectively delegating a portion of team-based responsibilities to team members; maximizing team member productivity for delivering revenue; ensuring proper coverage of incoming client requests; promoting teamwork; completing regular quality audits to ensure consistency and accuracy across all team members; providing continuous feedback to the team through coaching and one-on-one observations; helping the team to understand and manage organizational changes; and aligning all activities with the organizations goals, vision and missions. 
• Monitor and improve team performance metrics by evaluating performance and contributing to the overall financial health of company; reviewing and analyzing metric reports (e.g. , data related to speed, quality, reliability, accuracy, customer experience, financial performance) to identify improvement opportunities; gathering and implementing recommendations for process improvements from all sources (e.g. , staff, associates, partners, customers) to deliver on organizational goals (e.g. , efficiency, employee satisfaction, customer satisfaction, retention of existing customers, revenue growth, financial results); designing and implementing action plans that have a positive effect on the organizations goals, vision and mission; facilitating consistency through the use of best practices and processes across all team members; aligning and coordinating major change initiatives within a common framework; and ensuring all team activities meet or exceed organizational requirements for management, health and safety, legal stipulations, and general duty of care. 
• Participate in the maintenance and growth of business by promoting the identification of up-sell/cross-sell opportunities by staff for the full array of busi