Senior Customer Success Manager

Mueller Systems - Atlanta, GA

Full-time

Atlanta, GA

Specialty Trade Contractors

About the position

The position focuses on strategic planning and proactive support for high-profile and distressed customers, ensuring their needs are met and issues are resolved efficiently. The role involves collaboration with various teams to foster a customer-centric culture, manage customer relationships, advocate for customer needs, and continuously improve customer experience through feedback and metrics tracking.

Responsibilities

• Identify distressed customers and develop plans to address their issues as quickly as possible.
• Identify high-profile and at-risk customers and develop proactive engagement strategies to prevent issues before they escalate.
• Collaborate with Sales, Product and Customer Support teams to align on customer strategy and communication.
• Help to foster a customer-centric culture within the business.
• Serve as the primary point of contact for high-profile or distressed customers.
• Build and maintain strong, long-lasting customer relationships through active engagement and regular communication.
• Understand customer needs, business objectives, and pain points to provide appropriate solutions.
• Lead the resolution of complex customer issues by coordinating cross-functional teams including Product, Support, Engineering, Project Management, and 3rd party fieldwork suppliers.
• Develop and implement action plans to address and resolve customer concerns promptly and effectively.
• Escalate critical issues internally and externally to ensure they are addressed at the appropriate level of urgency.
• Act as the voice of the customer within the organization, advocating for their needs and ensuring their concerns are addressed.
• Collect and analyze customer feedback to identify recurring issues and areas for improvement in products and services.
• Work closely with product management and development teams to influence product roadmaps and enhancements based on customer feedback.
• Guide customers through the resolution process, ensuring they understand each step and feel supported throughout their journey.
• Develop and execute customer recovery strategies to restore trust and satisfaction after negative experiences.
• Monitor the customer's journey post-resolution to ensure sustained satisfaction and prevent future issues.
• Track and report on key customer success metrics, including connection success rates, OTS, product return rates, customer satisfaction, progress with deployment/resolution plans.
• Participate in regular reviews of processes, tools, and resources used for customer support and resolution.
• Suggest and implement improvements to enhance customer experience and streamline resolution processes.
• Stay informed about industry trends and best practices in customer success to ensure the organization remains competitive and responsive to customer needs.

Requirements

• Proven experience in customer relationship management or customer success roles.
• Strong problem-solving skills and the ability to lead cross-functional teams.
• Excellent communication and interpersonal skills to build relationships with customers and internal teams.
• Ability to analyze customer feedback and metrics to drive improvements.
• Experience in developing and executing customer recovery strategies.

Nice-to-haves

• Experience in the water industry or related fields.
• Familiarity with customer success metrics and reporting tools.
• Knowledge of product management processes and methodologies.

Benefits

• Equal opportunity employer
• Comprehensive health benefits
• 401k retirement plan
• Professional development opportunities