MCNAUGHTON CUSTOMER CARE MANAGER

Reporting to the Vice President Customer Service and Marketing, this position is responsible for directing and supervising McNaughton Customer Success Specialists/Customer Care Associates for the full life-cycle of a McNaughton customer and deliver excellent service.

• Lead a team of Customer Success Specialists/Customer Care Associates in partnership with Product owners.
• Support the full customer lifecycle for subscription services, including onboarding, adoption, engagement, and renewal.
• Serve as the primary point of service escalations for customers, ensuring timely resolution of issues and inquiries.
• Train team on upsell and cross-sell opportunities in alignment with customer needs.
• Implement customer success strategies to maximize retention and minimize churn.
• Collaborate with Sales, Product, and Support teams to deliver seamless customer experience.
• Create and manage rereports monitoring customer metrics and take proactive steps to address risks and maximum utilization of their subscription(s).
• Gather customer feedback and advocate for product improvements.
• Responsible for ensuring the resolution of complex customer issues as they may relate to Brodart's workflow solutions and related account setups to include project management and support for the implementation of these systems and ongoing support, training and/or other needed intervention.
• Supports customer needs by phone or via email, in configuration and set-up of accounts, product content and functionality, billing and contracts, as well as troubleshooting bugs and enhancements.
• Maintains an in-depth understanding of Brodart's technical products, support protocols, customer contact applications, and departmental procedures, as well as a basic knowledge of the company's other products and applications used by customers.
• Assists customer care personnel with daily assignments as needed and train as needed in the process of problem resolution.
• Interface and collaborate cross-functionally with other departments.
• Other duties as assigned.

• Directly and indirectly supervise employees and carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. These responsibilities include but are not limited to:

  • Interviewing, hiring, and training employees; Planning, delegating, assigning and directing work; Administering company time and attendance policies, monitoring, coaching, and appraising performance; Rewarding and disciplining employees, addressing complaints and resolving problems; Coaching and performance management.

• Associate’s degree preferred.
• Three to five years of customer service/sales experience with one year of supervisory experience required.
• Strong organizational skills and ability to prioritize tasks to handle multiple assignments in a fast-paced environment with competing demands of customers, internal as well as external;
• Excellent communication skills with ability to clearly communicate both verbally and in writing and interact productively with others to solve problems
• Proficient computer skills and ability to use Microsoft Office Suite products (Work, Excel, Outlook, etc.). Familiarity with relational databases preferred.
• Strong analytical skills
• Attention to detail
• Normal office environment

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABLED

Brodart Co. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.