Area Customer Success Manager

Area Customer Success ManagerAn Area Customer Success Manager is responsible for overseeing Customer Success activities across a designated geographical area. Your primary focus will be to ensure high levels of customer satisfaction, retention, and growth. You will ensure Customer Success goals and standards are met or exceeded.Responsibilities Include:Customer Success Management: Supervise and lead Customer Success Teams across multiple locations within a designated area.Execute training and development opportunities as instructed by the Regional CSMMonthly meetings with each team member to make sure that they are meeting goals and expectationsFacilitate regularly scheduled team meetingsSchedule product training with vendors or internal resourcesPerformance Management: Monitor goals and KPIs to ensure targets are exceeded. Conduct regular performance evaluations and provide feedback and coaching to team members to drive improvement and measure success.Work with Regional CSM to align team goals with company objectivesMonitor Telecom metricsMonitor Response timesIdentify opportunities and monitor proactive engagement activitiesIssue Resolution: Address and resolve customer and employee issues within the team.Handle escalated customer issues and complaints the team cannot resolveWork with your HR partner to handle any relevant HR issues within the team that do not require escalation to the Regional CSM.Customer Advocacy: Act as the voice of the customer within the company. Create a customer-focused environment that puts priority on an excellent customer experience.Help drive New Customer Onboarding activitiesProactively engage with core CustomersAssist with identifying At-Risk CustomersCollaboration: Work closely with the Regional Customer Success Manager and other key stakeholders such as Sales, E-commerce, Procurement, and Finance to ensure a seamless customer experience.Develop a regular cadence of communication with the Regional CS Manager, local Sales Leaders and Operations LeadersFacilitate Weekly or Bi-Weekly team meetings with your Customer Success Team MembersAttend Sales Trainings and Meetings to stay up to date on the latest Sales initiativesAdditional duties or special projects as assigned.The Ideal Candidate Will Have:At least 2 years of management experience in Customer Service, Sales Support, or Inside Sales. Preferably within a multi-location or regional environment.Excellent verbal and written communication skills.Strong ability to lead and motivate a team.Proficiency with CRM software and customer success tools.Excellent time management and organizational skills.A collaborative and proactive nature with strong problem-solving skills.Flexible and adaptable to changing priorities in a fast-paced environment.Customer-centric with a focus on delivering exceptional service.Ability to travel in assigned area.Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-personCompensation & Benefits:BradyPLUS offers competitive compensation and a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.About BradyPLUS:BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES + SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experiences. Our 6,000 associates across 180+ locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery. We strive to be the best employer we can. We value people, we embrace change and we reach higher. Join us and see what the BUZZ is about! To learn more visit us at www.BradyPLUS.com.BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodations to applicants and employees with disabilities.