Sr. Manager, Customer Success - Orlando, United States - Scholastic

Description

Sr. Manager, Customer Success page is loaded

Sr. Manager, Customer Success

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locations

Florida - Remote

time type

Full time

posted on

Posted 4 Days Ago

job requisition id

R13304


Job Description:

JOB SUMMARY

Responsible for the management and direction of a specialized Customer Success operational team to guide activities, protect, build, and enhance customer relationships, and to deliver targeted results within identified metrics.

Foster tight collaboration with our Ops/Distribution team to build tight processes of communication, ensuring all aspects of operational customer concerns are handled and executed seamlessly.

Maintain working understanding of business processes, customer success and company initiatives, partnering with Customer Success Director, Zone Sales, Operations and Distribution teams to create strategies at the team and individual level to support the execution of the Fair while improving the customer experience.

RESPONSIBILITIES

• Manage Customer Success Team to support service and sales across the business, while implementing new services and programs.
• Collaborates with the Sr. Manager of Customer Success QA and Process Improvement to identify processes and procedures to support streamlining and simplification of customer facing activities.
• Responsible for establishing the direction to support a specialized approach to sales and service activities, specifically within the areas of eWallet, restocks, conversions, right-sizing, collections, school closure/holiday documentation, FORP, delivery/pickup issues, Financial Form assistance and Scholastic Dollars knowledge and expertise.
• Develops a Customer Success Team that delivers professional, expert service and sales support through training, coaching, and counseling.
• Manage and monitor the performance, leveraging reports and dashboards, to ensure expected service standards are maintained while providing the specialized support to drive improved revenue results.
• Leverage information through call calibrations, remote monitoring and technology to gain clear understanding of performance and training needs.
• Meet minimum coaching expectations in order to assess challenges and grow team skills and productivity; partner with QA and training teams to enhance skills and increase productivity as part of continued development.

Work closely with Customer Success agents to successfully resolve all customer issues:

Handle and resolve Tier 2 escalated issues on all Customer Success supported programs, to include book content and product complaints.

Work in collaboration with the Product team, corporate communications, Account Receivable and Zone Sales leadership to ensure customer satisfaction.

• Maintain high level process, product, and program knowledge to ensure that our Customer Success Team is aligned to the company goals and strategies and can fully support our business objectives while serving customer needs.

10.

Establish an atmosphere of trust, collaboration, and support across the sales team; set a model for associates that reflect the ethics, integrity, and standards of Customer Success excellence.

11.

Lead through Scholastic's mission; create vision and inspire others to understand Scholastic's culture, values, and goals.

• Maintain business confidentiality relative to sales, marketing, merchandising, financial data, customer lists, compensation, and personnel records.

Operations Leadership Management

• Foster collaborative partnership with Customer Success, Zone Sales and

Operations/Distribution

Leadership on market and operational challenges. Communicate, coordinate, and escalate obstacles and opportunities through proper channels to other functional groups; bring solutions forward.

• Identify opportunities for improvement of the customer experience specific to Fair delivery/pickup, restock, changes and special requests, and work with Sale and Operations leadership to design and implement new processes.
• Support and help lead Customer Success-Ops season preparedness with activities such as but not limited to fair mix strategy, goals, PowerBI, remote county routing, capacity planning, and right-sizing.
• Meeting minimum coaching expectations in order to assess challenges and grow team skills and productivity. Partner with QA and training teams to enhance skills, increasing productivity as part of continued development.
• Lead through Scholastic's mission; create vision and inspire others to understand Scholastic's culture, values, and goals.
• Lead the acceptance of new approaches to organizational and future opportunities; facilitate the implementation and acceptance of change within the workplace.
• Build teamwork with direct reports by communicating important and relevant information to the team and ensuring understanding. Model personal commitment and connectivity to the team.
• Maintain business confidentiality relative to sales, marketing, merchandising, financial data, customer lists, compensation, and personnel records.

Qualifications


JOB REQUIREMENTS
1.

BA/BS degree in Business Administration, Management, Marketing, or related field.
2.

Minimum of three (3) or more years of proven successful sales management experience with district/territory sales or events management in a multi-million-dollar operating business.

Experience in telephone based sales, personal selling, and customer service is preferred.
3.

Proficient in MS Office software, Salesforce/CRM technology and telecommuting software such as Zoom or Microsoft Teams; ability and willingness to learn additional software applications.

4.

Must possess excellent verbal and written communication skills including presentation skills and aptitude for customer relationship building.
5.

Flexible to travel up to 30%.
6.

Outstanding interpersonal skills with direct reports, peers, superiors (cross functional and throughout the organization), customers, vendors, and other partners.
7.

Proven experience to meet company goals by adding value for customers through products and services offered.
8.

Proven ability to build and grow revenue/quantitative financial and sales analysis skills, including metric analysis.
9.

Ensure adherence to all local, state, and federal laws, including but not limited to OSHA, DOT, and EEOC.

Time Type:
Full time


Job Type:
Regular


Job Family Group:
Cust Svc & Call Center


Location Region/State:
Florida


EEO Statement:
Scholastic is an Equal Opportunity Employer


Our policy is clear:

there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran.

Those factors shall not influence the determination of qualifications for a job or other opportunity within the company.

Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

EEO is the Law Poster
EEO Scholastic Policy Statement
Pay Transparency Provision

Scholastic Corporation (


NASDAQ:
SCHL) is the world's largest publisher and distributor of children's books, a leading provider of core literacy curriculum and professional services, and a producer of educational and entertaining children's media.

The Company creates quality books and ebooks, print and technology-based learning programs for pre-K to grade 12, classroom magazines and other products and services that support children's learning both in school and at home.

With operations in 14 international offices and exports to 165 countries, Scholastic makes quality, affordable books available to all children around the world through school-based book clubs and book fairs, classroom collections, school and public libraries, retail and online.

True to its mission of 97 years to encourage the personal and intellectual growth of all children beginning with literacy, the Company has earned a reputation as a trusted partner to educators and families.

Learn more

We're always looking for talented people to join Scholastic in instilling a love of reading and lifelong learning in children.

At Scholastic, our benefit plans have been designed to be in line with market conditions and employee needs.

Our plans provide flexibility and allow individuals a broad range of choices that can be tailored to meet each employee's needs.

Scholastic is an Equal Opportunity Employer.

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