Brady Plus

We are searching for a Customer Success Area Manager to join our growing team. This role is responsible for overseeing Customer Success activities across a designated geographical area within a region. Your primary focus will be to ensure high levels of customer experience, retention, and growth.  Your role is also to ensure Customer Success goals and standards are met and/or exceeded across multiple locations.

Responsibilities Include:    

• Customer Success Management: Supervise and lead Customer Success Teams across multiple locations within a designated area.
• Training & Development: Train and develop associates to ensure high levels of performance and engagement.
  1. Execute training and development opportunities as instructed by the Regional CSM
  2. Monthly meetings with each team member to make sure that they are meeting goals and expectations
  3. Facilitate regularly scheduled team meetings
  4. Schedule product training with vendors or internal resources 
• Performance Management: Monitor goals and KPIs to ensure targets are exceeded. Conduct regular performance evaluations and provide feedback and coaching to team members to drive improvement and measure success.
  1. Work with Regional CSM to align team goals with company objectives
  2. Monitor Telecom metrics
  3. Monitor Response times
  4. Identify opportunities and monitor proactive engagement activities
• Issue Resolution: Address and resolve customer and employee issues within the team. 
  1. Handle escalated customer issues and complaints the team cannot resolve
  2. Work with your HR partner to handle any relevant HR issues within the team that do not require escalation to the Regional CSM.
• Customer Advocacy: Act as the voice of the customer within the company. Create a customer-focused environment that puts priority on an excellent customer experience.
  1. Help drive New Customer Onboarding activities
  2. Proactively engage with core Customers
  3. Assist with identifying At-Risk Customers
• Collaboration: Work closely with the Regional Customer Success Manager and other key stakeholders such as Sales, E-commerce, Procurement, and Finance to ensure a seamless customer experience.
  1. Develop a regular cadence of communication with the Regional CS Manager, local Sales Leaders and Operations Leaders
  2. Facilitate Weekly or Bi-Weekly team meetings with your Customer Success Team Members
  3. Attend Sales Trainings and Meetings to stay up to date on the latest Sales initiatives
• Other Duties as Assigned

The ideal candidate will have:    

• At least 2 years of management experience in Customer Service, Sales Support, or Inside Sales. Preferably within a multi-location or regional environment.
• Excellent verbal and written communication skills that portray professionalism and strong interpersonal skills.
• Strong ability to lead and motivate a team.
• Proficiency with CRM software and customer success tools.
• Excellent time management and organizational skills.
• A collaborative and proactive nature with strong problem-solving skills.
• Flexible and adaptable to changing priorities in a fast-paced environment.
• Customer-centric with a focus on delivering exceptional service.
• Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person.
• Ability to travel in assigned area.

Compensation & Benefits:

BradyPLUS offers competitive compensation and a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

About BradyPLUS:

BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES + SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experience. Our 6,000 associates across 180+ locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery.  We strive to be the best employer we can. We value people, we embrace change, and we reach higher. Join us and see what the BUZZ is about! To learn more visit us at www.BradyPLUS.com. 

BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodation for applicants and employees with disabilities.