Sr. Manager, Customer Success

The ODP Corporation - Boca Raton, FL

Full-time - Senior

Boca Raton, FL

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The VEYER Customer Success organization is an innovative new business approach aimed at maximizing customer satisfaction for existing customers, which in turn results in increased loyalty, revenue, and reduced churn. The Customer Success Lead / Sr. Lead is a business-savvy professional responsible for developing and maintaining positive relationships with multiple contacts, including key stakeholders. This role requires a comprehensive understanding of the customers' goals and involves working closely with sales, solutions, and operations to fulfill the customers' needs throughout their journey with VEYER Logistics services. In this position, the Customer Success Lead acts as a bridge between the Sales and Customer Service teams, ensuring that customers achieve their goals effectively. The primary responsibilities include building and maintaining strong relationships with clients, particularly Tier 1 customers, identifying upsell and cross-sell opportunities, proactively addressing customer inquiries, and monitoring customer satisfaction and success metrics. The role also involves promoting the value of VEYER's products and services to enhance customer engagement and satisfaction. To be successful in this role, candidates must possess excellent communication and interpersonal skills, along with a solid understanding of supply chain processes to effectively educate and promote VEYER's services. A customer-centric mindset, problem-solving attitude, and a passion for helping customers succeed are essential attributes for this position. Candidates must have prior experience in a customer success role within a supply chain organization to be considered for this position.

Responsibilities

• Own primary relationship with Tier 1 customers post go live, proactively building and maintaining strong relationships by understanding customer requirements and providing solutions to accomplish their goals.
• Create, facilitate, and lead monthly and quarterly business reviews, studying service level metrics to drive satisfaction and revenue expansion, including metrics such as OTD, Fill Rate, LEOTC, and Perfect Order.
• Collaborate with internal teams, such as Sales, Solutioning, and Operations, to ensure a smooth customer onboarding process, implementation, and resolution of any issues.
• Educate customers on product and service usage, providing solutions that drive customer value.
• Proactively identify customer needs and goals, developing strategies to drive success and optimize customer journeys, not just touchpoints.
• Identify and promote opportunities for business renewals and service expansion, including upselling and cross-selling.
• Report on critical metrics, sharing results and meaningful items with cross-functional partners to meet customer goals.
• Oversee customer satisfaction and success metrics, proactively addressing customer inquiries and resolving issues through education and promotion of VEYER services.

Requirements

• Bachelor's degree or equivalent experience in Customer Service or Supply Chain.
• Minimum 8-10 years of experience in a related field, specifically in customer success or account management.
• Proven ability to build and maintain relationships at all levels within an enterprise organization.
• High sense of urgency with the ability to influence decisions to meet objectives.
• Working knowledge of technology to understand and educate on the order-delivery process.
• Superior relationship-building skills and a customer-focused approach.

Nice-to-haves

• Experience working with enterprise customers in account management or customer service.
• Knowledge of supply chain processes and metrics.
• Enthusiastic, passionate, reliant, and adaptable personal attributes.

Benefits

• Competitive salaries
• 401(k) plan
• Opportunities for career growth within the organization