PRIDE Industries
Job Description
Job: Customer Success Manager
Job Code: AA140 - PR-Customer Success Mgr
HR Title Group: Sales and Marketing
Salary Grade: E13
FLSA Status: Exempt
Approval Date: February 2025
SUPERVISES:
There are no direct reports with this position.
POSITION SUMMARY:
Under general supervision, the Customer Success Manager performs a variety of customer service, administrative, and account management duties in support of customer success including order processing, customer relations, quoting, strategy, financial, and sales support functions. Employees in this job class interface directly with customers and know how to build mutually beneficial relationships.
TYPICAL DUTIES:
1. *Manage and grow small to medium sized accounts while providing outstanding customer service;
2. *Conduct annual business reviews focusing on on-time delivery, outgoing quality, forecast review, pricing review, overall strategy, and opportunity for organic growth;
3. *Identify scope of work and deliverables for new and existing customers. Communicate requirements to PRIDE Industries’ Operations;
4. *Understand PRIDE Industries’ capabilities, recognize customer needs, be a trusted consultant to customers, and align both to grow customer relationships;
5. *Assist with and/or complete pricing quotations for goods and services and communicate pricing to customers;
6. *Monitor performance to established Key Performance Indicators (KPI’s) ensuring contractual compliance;
7. *Organize and coordinate office workflow and provide administrative support on quotes, re-pricing, change orders, invoices, scheduling updates, new product introduction (NPI) support, billing sales order entry;
8. *Gather data and prepare customer and performance reports such as key performance indicator data collection;
9. *Manage profitable customer accounts and minimize exposure to excess and obsolete inventory;
10. *Required to learn, use, and input accurate data into all departmental technology systems for internal and external reporting.
11. *Conduct facility tours with customers;
12. *Qualify customer purchase orders, inputs orders, provide updates and change orders, and manages the sales order process through delivery of the product(s) to the customer;
13. *Proactively contact existing customers to determine satisfaction with company products and services;
14. *Track and compile data and documents, provide follow-up, and obtain information and documents from external sources;
15. *Work with Accounting to resolve any AR/AP issues;
16. Performs other duties and special projects as assigned.
* Denotes Essential Job Function
MINIMUM QUALIFICATIONS:
• Three or more years of related work experience in operations including manufacturing, customer service, materials management, logistics, planning or similar;
• General understanding of manufacturing, production, and distribution processes;
• Ability to communicate effectively and respond to questions and requests from team, customers, and others;
• Effective written communication skills using appropriate business English;
• Human relations skills to maintain effective working relationships with team;
• Effective customer service skills;
• Intermediate computer literacy including knowledge of word processing, spreadsheet, database, and presentation software;
• Basic mathematical ability including addition, subtraction, multiplication, and division;
• Demonstrated customer service, problem solving and common sense skills.
EDUCATION REQUIREMENTS:
Associates
A comparable combination of formal education and work experience will be considered.
CERTIFICATES REQUIRED:
The following licenses or certificates may be required depending on local, state and/or contract requirements:
Valid Driver's License
PHYSICAL REQUIREMENTS:
Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:
• Viewing computer screen/monitor
• Utilizing keyboard
• Answering phone/making calls
WORK ENVIRONMENT:
Work is performed in a normal office environment with limited privacy and some exposure to background noise. Employees may be required to work in excess of 8 hours in a day and/or 40 hours per week.
DISCLAIMER:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor’s instructions and to perform the tasks requested by their supervisors.
At PRIDE, we make a difference in the lives of many, one job at a time.
