Customer Success Supv

Position Summary
The Customer Success Supervisor will be a lead support for fifteen (15) Customer Success Specialists (CSS) who serve as the quarterbacks for our customers. The Customer Success Supervisor is responsible implementing all initiatives that will improve the experience for our customers. Additionally, the supervisor is expected to coach and develop their team within a fast pace environment in order to ensure the delivery of our Customer Experience (CxP) expectations. The Customer Success Supervisor will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction and excel in Williams Scotsmanas Core Values of Collaboration, Empowerment, Excellence, and Innovation.

Responsibilities of the Customer Success Supervisor include, but are not limited to:

Safety/Environment:

• Contribute to a working environment by providing exceptional and world class customer service
• Conduct business in compliance with all Williams Scotsman Safety, Transportation, and Environmental Policies

Customer Support:

• Assist with Hiring, developing, motivating and retaining staff.
• Assist with Training all new employees and implement any new policy and procedures for the customer success team
• Drive compliance around the transactional order process to ensure accuracy
• Obtaining and processing signed lease agreements/contracts and /or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program
• Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery
• Obtaining and processing tax exempt certificates as applicable
• Updating pending orders as required through Big Machines and upsell value added products and services when possible
• Collecting relevant customer information such as invoicing email addresses and ability to pay via ACH to adhere to WS preferred method of invoice and payments; update transmittal rules and file required documentation in electronic folders
• Requesting manual invoices and processing credit card payments or checks to meet credit requirements
• Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions
• Confirm delivery and initiate billing of order; provide post-delivery follow up
• Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems.
• Proactive contact to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit
• The role will be responsible for supporting a small branch, as well as act as a secondary backup for Customer Success Specialists as needed
• Inform branch coverage when Customer success specialist are out of the office.

Customer Focus:

• Strive for first call resolution to customer questions/requests
• Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues
• Form and maintain good relationships with external and internal customers at all levels of the organization

Abilities and Other Requirements:

• The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required.
• Build sustainable relationships and trust with customers through open, proactive communication
• Build sustainable relationships with staff, Commercial and Operational Excellence teams through open, proactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Exhibits a high attention to detail
  
  

Education and Qualifications

• College Degree preferred; high school diploma or equivalent with 1+ years of customer success management experience.
• Able to build and maintain strong collaborative relationships across all levels and departments
• Experience implementing a centralized customer support function is a plus
• Proven leadership background in a customer call center environment; ability to develop, mentor, and empower the customer success team while creating a culture of accountability.
• Proficient with MS Office/Excel/Word/Outlook as well as Salesforce.com or other CRM; JD Edwards, or reporting tools like Cognos is a plus.
• Capable of pulling and analyzing data to deliver insights on performance and strong ability to produce high-quality PowerPoint presentations for customer interactions and senior management.

In order to successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the work environment to receive training/coaching as well as to interact with peers as necessary. The employee must be able to verbally communicate with employees, co-workers and customers in person and by phone. Travel for trainining may be required.

Williams Scotsman is an AA/EEO/W/M/Vet/Disabled employer