CUSTOMER SUCCESS SUPERVISOR – ANN ARBOR – IN-PERSON
Job Summary
Shar Music is currently looking for a Customer Success Supervisor. The Customer Success Supervisor is responsible for overseeing the team of Customer Success Professionals, ensuring exceptional customer satisfaction, and driving customer success initiatives. The ideal candidate will be successful by overseeing the daily operations of our Customer Success and Service department with a focus on improving the quality and efficiency of our department. The Customer Success Supervisor will work directly with team members to assess performance and assist in the development of customized plans to meet individual goals.
Responsibilities
Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals
Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations
Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships
Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution
Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team
Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on industry trends and best practices
Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success
Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team
Manage the application and workflow of customer success team members
Make sure that the customer success environment is conducive to work
Maintain a high team morale
Manage the budget for customer success operations
Conduct regular performance evaluations and provide constructive feedback to team members
Identify training and development needs and create improvement plans as necessary
Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner
Assist in the design and delivery of comprehensive training programs for new Customer Success associates
Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles
Develop training materials, manuals, and resources to support ongoing learning and development
Conduct training sessions on product knowledge, customer success skills, and company processes
Provide continuous coaching and feedback to associates to help them achieve performance goals
Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts
Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty
Product Knowledge: Develop a high level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information
Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities
Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate
Provide information on Shar Music Loyalty Points program and set up customer accounts
Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system
Assist with collections for Rentals and SharWay programs
Cross selling relevant products and services
Follow pricing and margin control to ensure profitability
Understand the shipping process to provide client accurate shipping times and expectations
Provide exceptional customer service, assist customers, support inventory management, handle administrative duties, and maintain a clean and organized environment in the Showroom
Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes
Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion
Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams
Focuses on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and assisting the sales team when assigned to a special account
Regular and routine onsite attendance
Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals
Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations
Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships
Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution
Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team
Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on industry trends and best practices
Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success
Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team
Manage the application and workflow of customer success team members
Make sure that the customer success environment is conducive to work
Maintain a high team morale
Manage the budget for customer success operations
Conduct regular performance evaluations and provide constructive feedback to team members
Identify training and development needs and create improvement plans as necessary
Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner
Assist in the design and delivery of comprehensive training programs for new Customer Success associates
Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles
Develop training materials, manuals, and resources to support ongoing learning and development
Conduct training sessions on product knowledge, customer success skills, and company processes
Provide continuous coaching and feedback to associates to help them achieve performance goals
Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts
Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty
Product Knowledge: Develop a high level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information
Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities
Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate
Provide information on Shar Music Loyalty Points program and set up customer accounts
Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system
Assist with collections for Rentals and SharWay programs
Cross selling relevant products and services
Follow pricing and margin control to ensure profitability
Understand the shipping process to provide client accurate shipping times and expectations
Provide exceptional customer service, assist customers, support inventory management, handle administrative duties, and maintain a clean and organized environment in the Showroom
Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes
Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion
Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams
Focuses on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and assisting the sales team when assigned to a special account
Regular and routine onsite attendance
Requirements
Highschool diploma required
Bachelor's degree preferred
Minimum of 3 years successfully managing and leading a team
Minimum of 5 years in a customer service, inside sales or related field
Proven experience in a customer-facing role, such as customer success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position
Some experience with musical instruments preferred
Strong leadership and people management skills, with the ability to motivate and inspire a team
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
Deep understanding of customer success best practices, methodologies, and KPIs
Familiarity with CRM systems and customer success tools
Results-oriented mindset, with a focus on achieving and exceeding team targets
Ability to generate and analyze reports on all customer activity, including sales performance
Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills
Perks/Benefits
401(k)
401(k) Matching
Medical
Dental
Vision
Life
Short & Long Term Disability
Generous PTO
Employee Discount Program
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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