Manager of Customer Success CSC & CSMs

Position Summary/Objective

The Manager of Customer Success - Print is accountable for meeting revenue and retention targets for clients assigned to the Customer Success team. This role involves overseeing designated resources, processes, and solutions with a moderate degree of task variety and complexity. Responsibilities include developing relevant competencies, supporting corporate initiatives and philosophies, and achieving established key performance indicators (KPIs). Through effective team leadership, you will deliver exceptional service and support.

Essential Functions

• Oversee department team members as outlined below: o Provide leadership, coaching, and training to personnel. o Develop and execute strategic initiatives for the team.
• Serve as a primary escalation contact for issue resolution and engage direct leadership when necessary.
• Supervise team coverage, approve personal time off, ensure backup plans are in place, and redistribute workload as needed.
• Assess staffing requirements and equipment needs.
• Conduct performance evaluations and determine compensation matters.
• Manage client engagements and recommendations to accomplish individual, team, and corporate objectives.
• Establish and maintain frameworks for delivering valued and repeatable client engagements.
• When appropriate, maintain select client relationships and perform Customer Success tasks directly or as a coaching/training opportunity for team members.
• Uphold Marco’s business ethics by ensuring solutions enhance client efficiency and profitability.
• Acquire comprehensive knowledge of company products, services, sales processes, markets, trends, competitors, and clients for optimal effectiveness.
• Foster cross-selling opportunities across sales and service divisions.
• Apply established procedures and designated tools to manage and report clear team KPIs.
• Support Marco’s dedication to total customer satisfaction through active involvement in sales escalations for clients and employees, including prompt issue investigation and resolution.
• Pursue self-improvement by setting and working toward professional and personal development goals.
• Formulate solution team strategies to drive increased sales and market share.
• Administer non-traditional work hours as necessary to fulfil job responsibilities.
• Assume ownership of a partnership with a manufacturer, vendor, or service provider.
• Ensure Marco maintains required sales certificate status with partners.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
• Perform other related duties as assigned.
  
  

Qualifications

Education and Experience

A bachelor’s degree accompanied by six years of relevant experience, or an equivalent combination of education and experience, is required. Previous managerial or leadership experience is essential.

Licenses and Certifications

Valid Driver’s License, proof of personal insurance and an acceptable driving record.

Required Skills

• Willingness to travel as necessary, including overnight stays.
• Demonstrates superior verbal and written communication skills with both internal and external clients.
• Self-motivated with the ability to develop and execute territory sales strategies independently.
• Capable of excelling in a competitive, goal-oriented environment.
• Exceptionally organized, with proven ability to maintain accurate and detailed records of sales activities.
• Able to effectively prioritize responsibilities and adapt to shifting priorities.
• Exhibits professionalism and effectiveness when interacting with diverse individuals and handling various situations.
• Proficient in business collaboration tools, including Microsoft Office applications and company-specific programs.
• Skilled in prioritizing team responsibilities and maximizing both accuracy and efficiency.
• Maintains an optimistic and positive demeanor; serves as a supportive coach and mentor to team members.
• Takes responsibility for assigned tasks and monitors team progress diligently.