Customer Success Manager

ABOUT THE ROLE

The Customer Success Manager is a key strategic and leadership role responsible for developing, continuously improving, and delivering a best-in- class, end-to-end order entry, management, and fulfillment experience at Holcim Building Envelope.

The role has significant levels of responsibility and accountability for operational delivery including:

• 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.

This Leader works collaboratively with customers, sales, and supply chain to discover, engage, create, and deliver an industry-leading employee and customer experience. The Leader will support the Elevate product line. This position follows a hybrid schedule, with the expectation of working in the office four days per week and remotely one day per week.

WHAT YOU'LL BE DOING

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.

WHAT WE ARE LOOKING FOR

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-facingrole, and/or Manufacturer-B2B.
• Business expert in the O2C space.
• Excel mastery and analytical skills.

WHAT WE OFFER

• Competitive Compensation
• Retirement Savings
• Medical, Dental, Disability and Life Insurance Coverage
• Holistic Health & Well-Being Programs
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSA) for Health and Dependent Care
• Vision and other Voluntary Benefits and Discounts
• Paid Time Off and Holidays
• Paid Parental Leave (Maternity and Paternity)
• Educational Assistance Program