Role: Customer Success Manager
Contract: Full-time Remote Contractor (40 hours weekly / 160 hours monthly)
Business Hours: Monday to Friday from 9 AM - 5:30 PM EST
Rate: $1,500 - $1,900 USD monthly / $18,000 - $22,800 USD annually (salary is negotiable based on experience and location)
Availability to Start: Immediately
Client's Profile
With a robust 17-year track record, this New Jersey-based medical supply company is a seasoned provider of medical facilities. Distinguished by an extensive network of over 600 manufacturer contracts, the company affords its customers access to various medical products. This expansive catalog showcases the company's commitment to variety and translates into significant cost savings, ranging from 20% to 50%, across an impressive selection of over 500,000 medical supplies.
What You'll Do
As a Customer Success Manager, you will be crucial in ensuring seamless customer communication, optimizing fulfillment and logistics processes, and driving operational efficiency within the organization. Your leadership and problem-solving skills will enhance customer satisfaction and streamline operations. Your key responsibilities include:
Customer Success & Fulfillment Management
- Serve as the main point of contact for customers by providing updates on orders, shipping, and delivery schedules.
- Address escalations from the Customer Success team and ensure prompt issue resolution.
- Oversee fulfillment processes, set and track Delivery Estimated Dates (DEDs), and collaborate with suppliers and warehouses.
- Identify inefficiencies in logistics and implement process improvements for better efficiency and cost savings.
Operational Leadership & Team Development
- Lead process improvements, maintain documentation aligned with Quality Management Systems (QMS), and support back-office operations.
- Train and coach employees to enhance performance and operational effectiveness.
- Recruit and build a pipeline of potential candidates for future hiring needs.
- Facilitate daily and weekly team meetings to ensure smooth coordination and goal alignment.
What You Should Have
Must-haves:
- Minimum of five years of experience in Customer Success, Fulfillment, Operations, or Account Management, wicusth a proven track record of leadership.
- At least two years of experience supervising direct reports in a similar role.
- At least two years of experience working remotely for a company based in the US, UK, Canada, or Australia.
- Strong ability to train, mentor, and coach employees to enhance productivity and performance.
- Proven expertise in managing escalations, resolving customer issues, and ensuring high satisfaction levels.
- Experience in fulfillment processes, setting delivery estimated dates (DEDs), and coordinating with warehouses and suppliers.
- Proficiency in implementing cost-saving initiatives, optimizing workflows, and improving operational efficiency.
- Strong organizational and time-management skills to handle multiple priorities and meet deadlines.
- Advanced proficiency in MS Office Suite (especially Excel) and excellent English communication skills for stakeholder engagement.
Technology Specifications:
- Minimum 50 Mbps Internet Speed
- Windows 11 or macOS 15 SequoiaÂ
- Minimum intel i5 8th gen with 8GB of RAM or Apple M1 chip with 8GB of RAM
- Webcam and Headset
- Designated Office Space in your home
Nice-to-haves:
- Background in logistics, fulfillment, or supply chain operations.
- Familiarity with Quality Management Systems (QMS).
- Experience using customer success or CRM software.
Who You Are
We are hoping you are someone who:
- Proactively identifies and resolves issues before escalation.
- Engages effectively with customers, internal teams, and stakeholders.
- Uses data-driven insights to improve efficiency and workflows.
- Enhances operational processes for seamless execution.
- Balances customer experience with company objectives in a fast-paced environment.