Customer Success Manager
Holcim
- Nashville, TN
- Permanent
- Full-time
- Fostering and maintaining a positive and motivating continuous improvement team mindset and culture;
- Best-in-class process development and execution;
- Critical KPI development, tracking and delivery;
- Strong relationships with internal and external sales organization;
- Implementation of new state-of-the-art technologies;
- Strategic project management.
- Customer Order Management;
- Strong work process adherence across the end-to-end process. Working closely with other functions for order delivery success;
- Establishes and manages performance metrics for customer service team members.
- Delivers to Targets;
- Critical understanding of present-day results and trends to escalate support needed for risk mitigation and proactive problem resolution;
- Establishes best-in-class work processes and service levels;
- Increase scalabilities for all processes to drive and optimize operational improvements.
- Team Management;
- Motivate team members and foster cross team learning for a positive employee experience;
- Develops and implements training and quality assurance programs for new hires and experienced employees;
- Manages team member development needs and performance results.
- Continuous Improvement;
- Identify ways to simplify customer service operations processes utilizing continuous improvement analysis and audits;
- Supports system enhancements and automation to support a fast-paced, growth environment;
- Ability to independently lead projects to meet executive and organizational requirements;
- Experienced in root cause investigation methods and leading improvement projects;
- Acute ability to adapt to change management.
- End to End Alignment;
- Cross-functional understanding within the end-to-end Integrated Supply Chain (Planning, Logistics, Distribution, and Manufacturing);
- Manages team and Plant/ Manufacturing collaboration efforts
- Customer Complaint Management;
- Strong ability to communicate with customers and build loyalty-based relationships;
- Develops and implements methods to record, assess, analyze, and improve customer complaints/ feedback; Tracks progression to complaint performance metric targets;
- Identifies opportunities for improvement based on customer complaint data, driving to reduced and quickly resolve issues for the customer.
- Education
- Bachelor's degree in a related discipline.
- Experience
- Minimum of eight (8) years of related work experience;
- At least five (5) years of management/leadership experience in Integrated Supply Chain, customer-facing role, and/or Manufacturer-B2B;
- SAP Business expert in the O2C space;
- Excel mastery and analytical skills.