Moonlight BPO Hiring for Customer Success Manager Job at Vancouver, WA Full Time

Job Description – Customer Success Manager

Summary:

This individual will be responsible for maintaining current accounts along with support for order entry (Sales Orders), job scheduling, job creation (all Adobe products), and quoting. Basic computer entry using customized Moonlight software and Quick Books accounting software along with the ability to use Microsoft Word and Excel programs. Responsible for assisting customers via phone and personal contact regarding questions about First Class and Direct Mail, postal issues, processing of mail, pick up of mail, readability, postage or any other customer service issues that arise. Perform sales presentations and quarterly reviews by obtaining, preparing and presenting information to customers.

Job Overview

Moonlight BPO is leading direct and transactional mail company in the Pacific NW region. We are hiring an experienced Customer Success Manager to help us keep growing. If you’re a dedicated team member who is passionate about customer service, Moonlight BPO is an excellent place to grow your career. Don’t hesitate to apply.

Responsibilities for Customer Success Manager

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up mailing campaigns.
• Assist in creating training and educational materials for other members of the sales and customer service team
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Develop relationships within the local print and mail industry to identify partnership opportunities

• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer

Success initiatives

• Serve as the first point of contact for escalated customer issues pertaining to product, process, or service deficiencies

• Cultivate an environment of Customer Engagement that strives to create an “unrivaled service experience” across all communication channels

• Maintains a strong working relationship with the customers to ascertain and anticipate their current and future mailing needs. Maintains and updates CRM with account details

• Assist Production team when needed for special projects or higher than normal volume

Qualifications for Customer Success Manager

• 3-5 years of experience in customer service management. Experience in the print/mail industry strongly preferred
• Exceptional ability to communicate and foster positive business relationships
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Excellent communication skills to resolve customer concerns by phone, email or in person. Strong written communication skills and the ability to develop sales presentations and reports.

• Strong problem solving and negotiating skills to resolve customer issues and build customer relationships. Ability to work in fast-paced environment with simultaneous, multiple tasks. Ability to prioritize workload.

• Excellent interpersonal skills to coordinate customer service with all levels of employees.

Job Type: Full-time

Pay: $55,000.00 – $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Vancouver, WA 98660: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: One location