Customer Success Manager

3 days ago

Ottawa, Canada Black Tar Construction Full time

Job Overview:
We are looking for a talented and experienced Customer Success Team Manager who can lead and mentor a team to deliver exceptional customer service and manage project resources in an efficient and profitable manner. In this role, you will be responsible for motivating your team to increase customer satisfaction, loyalty, and retention, and exceed customer expectations.

Roles & Responsibilities:

- Lead and manage a team to enhance customer service experience, promote customer engagement, and facilitate organic growth
- Take ownership of customer issues and follow through to resolution, while guiding your team to do the same
- Set clear objectives and deploy strategies focused on achieving the team's mission, while fostering a culture of accountability and continuous improvement
- Develop service procedures, policies, and standards related to customer service and project management, and ensure they are implemented and adhered to by your team
- Maintain accurate records and document customer service and project coordination actions and discussions, while encouraging your team to do the same
- Analyze data and compile accurate reports, and use this information to identify areas for improvement and guide strategic decision-making
- Recruit, mentor, and develop customer service specialists and project coordinators, fostering an environment where they can excel through encouragement, empowerment, and ongoing learning and development opportunities
- Ensure an orderly workflow according to priorities, while guiding your team to prioritize effectively and manage their time efficiently
- Define project scope and objectives, and lead your team to develop and manage detailed project schedules and work plans
- Provide regular project updates to stakeholders, including strategy, adjustments, and progress, while guiding your team to do the same
- Evaluate project performance to identify areas for improvement, and use this information to guide ongoing process improvement and learning
- Perform other tasks as assigned by management.

Basic Qualifications:

- Proven experience in customer service support and team management
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases, and tools
- Ability to think strategically and lead effectively
- Strong communication and interpersonal skills
- Advanced troubleshooting and multi-tasking skills
- Experience managing projects through the full life cycle
- Extremely resourceful with a proven ability to solve problems creatively.

Internal Contacts:

- Executive Team
- Operations Supervisors, Foremen/Women, Team Leads
- Sales Staff
- Financial Manager
- Financial Controller

External Contacts:

- Customers
- Vendors.

This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

About Black Tar:

- For over a decade, Black Tar has been serving the Ottawa market with quality asphalt and interlock services. We are a unique company in the market as we always set our focus on our employees first.

What sets us apart:

- Our employees ALWAYS come first.
- Great benefits and room for growth. Black Tar has achieved over 250% growth every year for the past three years. Growth comes with promotions for employees that outperform.
- Safe and friendly work environment.
- Quality-oriented environment.

**Job Types**: Full-time, Permanent

**Salary**: $30.00-$35.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 10 hour shift
- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Ottawa, ON K1Z 5H2: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What experience do you have in customer success management? Please describe a specific example of how you increased customer satisfaction, loyalty, and retention in your previous role.
- Can you tell us about a time when you had to handle a challenging customer issue? How did you approach the situation, and what was the outcome?
- How do you approach team management and mentorship? Please describe a specific example of how you have motivated and guided a team to achieve their goals.
- How do you stay up to date with industry trends and changes that may impact customer success management? Please describe a specific example of how you have applied this knowledge in your previous role.
- ow do you measure success in your role as a customer success manager? Please describe a specific example of how you have used data and metrics to guide your decision-making and improve customer satisfaction in your previous role.

**Experience**:

- Team management: 3 years (required)
- CRM software: 3 yea

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