Client Success Account Manager

Job Description

It’s our people that make Shoes For Crews special! We hire talented people who support our values and provide training and coaching to our crew to meet their career objectives. Our success comes from great team work and exceptional individual effort. We strive to reward collaboration and recognize accomplishments in an environment of mutual support and respect. It’s much more than a great place to work, it’s where our crew looks forward to Monday, not Friday.

What You Will Love About US

Great Company Culture-Awarded one of the TOP companies to work for

Competitive salary

Generous Health Benefit Package (some at NO cost)

Prepare for the future-401(k) (with 3% match)

Paid vacation, holidays, and sick leave

Hybrid work schedules

Employee recognition platform

Employee discounts (Including a FREE pair of shoes)

Wellness program

Robust onboarding program

QUPID Committee

Engagement Committee

Our mission is to keep the workforce safe on the job with comfortable, quality protective footwear solutions—reducing accidents and saving money!

Shoes For Crews North America, LLC (SFC) is a dynamic designer, manufacturer and business-to-business marketer of the most technologically advanced, top-rated slip-resistant footwear for the foodservice, hospitality, industrial, and healthcare workplaces. SFC protects over 3.5 million workers per year in over 120,000 workplaces from slip and fall accidents. For over 30 years, the Company has built its reputation through innovative product development technologies, proprietary manufacturing, and distinct niche marketing.

The Client Success Manager will work hand-in-hand with the Client Implementation, Sales, Marketing, Finance and IT teams, in conjunction with the customer, to ensure a smooth and professional rollout of our complex corporate programs. The Client Success Manager will manage the customer account from point of initial agreement, through onboarding and post-launch analysis and up to the ultimate handoff to a Strategic Account Manager for ongoing maintenance.

Essential Job Functions

Provide friendly, knowledgeable, professional and timely service to internal and external Shoes For Crews customers through various communication platforms, to optimize the customer experience

Project Management, Corporate Program subject matter expert, new account and web portal setup, account maintenance, follow-up calls with new or existing corporate accounts, email processing in Outlook and Salesforce, reporting, implementation support, coordination with IT development, Billing, Sales Representatives, Sales Support, facilitation of webinars/meetings and special projects

Quickly build rapport via written and/or verbal communication with corporate customers to resolve inquiries or requests by clarifying the customer’s needs, troubleshooting when needed, determining the root cause of the issue; selecting and explaining the best solution to solve the issue; expediting correction, adjustment or processing requests with the appropriate sense of urgency

Act as subject matter expert for our corporate program options, identifying and implementing account setup requirements, managing and maintaining account settings and revising process based on customer needs

Provide concierge services to new or existing corporate relationships using a high touch approach

Conduct onboarding/implementation or other program training webinars for web portal customers

Work directly with newly onboarded customers to address concerns and ensure sales from all accounts

Support team as well as various cross functional partners as needed

Key Responsibilities and Accountabilities

Guide the customer onboarding process for each project from start to finish

Anticipate problems before they occur and seek solutions, takes ownership

Utilize active listening, reading comprehension and soft skills to build and maintain rapport with customers

Builds rapport with all Shoes For Crews teams and is respected as a team player

Appropriately keeps Director, sales representatives and customers informed on status of work

Ensure customer satisfaction through welcome emails/calls, follow-up emails and conversation, customer responsiveness and communication to ultimately drive business from newly onboarded customers

Execute participation analysis on assigned customer accounts and partner with customers to improve participation

Communicates with customers, internally and externally, concerning new accounts, account maintenance, products, on-site services, webinars and billing, by phone, email and Salesforce ticketing

Handle all calls and written communication in a friendly, willing and professional manner

Ability to travel (up to 10% of the time), if necessary, for sensitive customers during the Onboarding phase of their relationship with us

Minimum Requirements

3-5 years of administrative support or customer service experience

2+ years of sales environment experience

2+ years of internal technical process experience

1+ year of project management experience

Strong commitment to achieving personal growth and success

Skills and Abilities

Bilingual (English/Spanish) a plus

Microsoft Office expertise

Sales experience, ideally in a B2B environment

Proven strong business acumen

Highly dependable and responsible

Ability to work independently

Strong communication skills, with the ability and comfort level of interacting with all levels of the organization (IT, Sales, Marketing, Operations, Customer Service, Finance and Executive teams)

Demonstrates an observable passion for creating an outstanding customer experience

Demonstrates accuracy and competency: written and verbal communication

Builds and maintains strong corporate program and product knowledge

Demonstrates personal accountability and ownership for performance

Demonstrates the ability to recognize his/her internal/external customer

Strong organizational, planning and time management skills

Able to multi-task, manage multiple assignments simultaneously and meet tight deadlines in a fast-paced environment

Confident, driven, goal-oriented, results generator, expert at identifying and overcoming obstacles

Proficient in Microsoft Office Suite and 30-40 WPM, JIRA (or other ticketing system), Salesforce and department related technology. EDI experience preferred.

The ability to work a full-time schedule and be flexible if workload or customer needs require

Education

Minimum of a high school diploma, general education degree (GED), or equivalent combination of experience and education

AA in Business Administration preferred

Project Management Certification preferred

Shoes For Crews is proud to be an equal opportunity employer committed to hiring a diverse and inclusive workforce. Shoes For Crews provides equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of sex, sexual orientation, gender (including gender identity and/or expression), pregnancy, race, color, creed, national or ethnic origin, citizenship status, religion, disability, marital status, age, genetic information, veteran status or any personal attribute or characteristic that is protected by applicable local, state, or federal laws.

Full-time

Hybrid remote