Customer Success Manager

At 4over, we are committed to building a diverse and inclusive workplace welcoming to people of all backgrounds. We take pride in fostering a safe environment for all employees.

SUMMARY:

The Customer Success Manager is responsible for managing and developing strong relationships within high-value, Enterprise-level accounts. The role is responsible for day-to-day customer satisfaction, order management, and problem resolution. This role will identify and report revenue opportunities to assigned Key Account Manager and/or Regional Account Manager.

Salary Range: $65,000 - $75,000 annually.

Compensation commensurate with experience.

At this time, we are not engaging with agencies or third-party recruiters. Thank you for your understanding.

DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The listed requirements are representative of knowledge, skillset, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific duties may vary to meet the needs of the company. Include the following:

• Successfully manage client relations, providing excellent customer satisfaction.
• Ability to identify customer needs and recognize cross-sell, upsell, product adoption, and revenue growth opportunities.
• Work alongside Key Account Manager or Regional Account Manager on overall account strategy and exection
• Communicate clearly and effectively with customers and collaborates with internal teams ensuring resolution.
• Identify and resolve order/expereince trends and risks as well a priority jobs and trouble tickets.
• Establish and maintain effective working relationships within assigned accounts.
• Use proactive communication, and orchestrate internal resources as needed.
• Monitor customer health, satisfaction, risk, and revenue growth monthly. Understand performance metrics and their impact on customer satisfaction and revenue performance.
• Participate in Quarterly Business Reports and regular account reviews between KAM/RAM within portfolio of assigned accounts.
• Coordinate on-boarding and training as dictated by customer needs with Sales team input.
• Establish inter-personal relationships with 4over departments.
• Identify and resolve order/ experience trends and risks as well as priority jobs and trouble tickets.
  • Coordinate communication and action plans with KAM/RAM on new releases including product, pricing, shipping.
  • Coordinate resources and meetings within Technology and Sales for successful API and PrinterBridge integrations within assigned accounts.
  • Ensure successful implementation of cross-sell/up-sell opportunities with Sales, Product Development, and Marketing.
  • Communicate with KAM/RAM, Customer Experience and Sales Leadership to mitigate negative impact to 4over revenue.
  • Work with Customer Experience and Quality Assurance to help resolve customer priority tickets.

EXPERIENCE AND QUALIFICATIONS

EDUCATION, LICENSES, CERTIFICATIONS, EXPERIENCES:

• High school diploma or equivalent, college degree preferred
• General PC knowledge including Microsoft Office, Internet, and email
• Print industry experience preferred.

CRITICAL KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS:

• Demonstrated ability to handle challenging customers in a professional manner.
• Demonstrated ability to build, develop and grow strong relationships with customers.
• Highly organized and disciplined multi-tasker, with proven time management and prioritization skills.
• Excellent interpersonal, negotiation and conflict resolution skill..

4OVER COMPANY HISTORY

4over was founded in February of 2001. What started off as creating business cards and web page designs by a husband and wife, quickly flourished. Since the company was founded, we are now a private equity owned company growing and expanding across many states. Through our 4over Core Attributes, we are committed to meeting and exceeding customer expectations, cultivating and nurturing our relationships, providing excellence and caring for others.

Health and Life Insurance-

• Medical, Dental, Vision, Life/AD&D Insurance, Disability, and Flexible Spending Accounts (FSAs) for Health Care and Dependent Care
• 4over pays 100% of the employee’s premium for his/her Basic Life/AD&D Insurance in the amount of 1x the employee's annual salary, up to $500,000
• Coverage will be effective on the 1st of the month following 1 month of continuous regular full-time employment

401(k) Retirement Plan

• New employees are eligible to enroll the first of the month, following 1 month of employment
• Semi-annual open enrollment (January 1st and July 1st)
• Discretionary employer match; typically, 50% of employee deferrals up to 6% of compensation
• Immediate Vesting

Holidays and PTO

• 9 Paid Holidays
• Accumulating PTO to be used after 90-days of continuous and active full-time service

4over is an Equal Opportunity employer. It provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, national origin, age, religion, disability,or any other legally protected status and takes affirmative action to recruit, employ, train, and promote qualified minorities, women,covered veterans, and individuals with disabilities.