Job Summary
We are seeking a dynamic and proactive Client Success Manager to join our team and drive exceptional client experiences. This role owns the client journey from order processing through production, billing, delivery, and post-delivery support for a branded merchandise agency. This role leads the Production Coordination and Billing teams, driving operational excellence, process automation, and data-informed decision-making to ensure every client experience is accurate, transparent, and exceptional. The role serves on the management team, championing our core values — Passionate, Tenacious, Innovative, Team Oriented, and Committed to Excellence — while building scalable processes that support company growth.
You will serve as the manager of the order management team, lead and train the team and implement ongoing process improvements that enhance the cleint experience. Primary point of contact for our clients and suppliers for post order questions, ensuring their needs are met with enthusiasm and expertise. Your energetic approach will foster strong relationships, promote customer satisfaction, and support the growth of our products and services.
You will leverage your project management skills and ERP systems knowledge to deliver tailored solutions that align with client goals. This position offers an exciting opportunity to make a tangible impact by helping clients succeed and thrive within our innovative environment.
Duties
- Build and maintain robust relationships with clients and account management team through regular communication, ensuring their satisfaction and loyalty.
- Utilize our system tools to track order interactions, analyze data, and support data-driven decision making for account strategies.
- Lead onboarding processes for account and production team, providing comprehensive training on our platforms and ensuring seamless adoption and team devleopment.
- Develop and document SOP and competency framework for operational roles.
- Establish and conduct analysis of customer data to identify order trends, potential issues, or opportunities that can enhance client engagement and retention.
Skills:
- Cross functional collaboration and leadership.
- Proven experience in client services, account management, or customer relationship management.
- Strong project management skills with the ability to coordinate VIP order details simultaneously while maintaining attention to detail.
- Expertise similar ERP systems supported technically for managing customer data effectively and process management and automation.
- Excellent communication skills—both verbal and written—that enable clear articulation of complex concepts to diverse audiences.
- Ability to leverage analysis skills for data-driven decision making that benefits both clients and company growth strategies.
- Knowledge of order processes and experience supporting sales teams through relationship management activities.
Join us in transforming how clients experience our services. Your energy, expertise, and dedication will help us build lasting relationships that drive mutual success while advancing your career in a vibrant, forward-thinking environment.
Pay: $75,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Referral program
- Vision insurance
- Volunteer time off
Work Location: In person
