Customer Success Manager

Customer Success Manager


Role Description:

Lead and coordinate activities for the Performance Livestock Analytics Customer Management team.

Take responsibility for the management of human resources within these teams and ensure they are

deployed to deliver a high level of customer service and satisfaction. Work with the Director, Customer

Success, to devise and implement strategies that continue to position PLA as a global leader in

precision livestock farming. Coordinate communications and updates across the entire PLA customer

facing team to ensure alignment. Take responsibility for the training of colleagues and contractors in

the team, and contribute to a team culture of continuous process improvement.

 

Responsibilities:

Organizational

● Exhibit conduct that is consistent with the Zoetis Mission and Vision, and with its Core Beliefs of:

o Our colleagues makes the difference

o Run it like you own it

o Customer obsessed

o One Zoetis

o Always do the right thing

● Contribute to and cultivate an organizational culture that promotes our team values centered

around a commitment to our customers, our team, our quality of work and continuous

improvement;

● Contribute ideas and participate in initiatives that will lead to continuous improvement of the

organization (efficiency and quality);

● Team Focus: stay mindful of company business needs by attending to customer input, adhering to

business and team schedules, and contribute to updated business processes.

Customer Support Functions –

• As one of the leaders of our Customer Success teams, you will be expected to be involved in all

aspects of customer support. In particular, the support of all PLA platform customers ;

• You will work closely with the Director of Customer Success to set clear and achievable KPIs and

manage to those KPIs on a weekly basis

• Design and support team trainings according to current Customer Support SOPs, and ensure

employees have appropriate resources to perform their jobs;

• Author, review and revise Customer Support SOPs as needed with a focus on customer

satisfaction and continuous improvement;

 

Performance Livestock Analytics at Zoetis Inc.

Job Description

• Communicate with customers via phone or email to support their needs in a helpful and

courteous manner, ensure your team is exhibiting the same behaviors and that communications

are logged appropriately to provide transparency to other members in the business;

• Utilize Key Performance indicators (KPIs) and report negative trends in business performance;

• Independently lead and/or participate in special projects under the guidance of the Director

• Use appropriate judgment in upward communication regarding department or employee

concerns.

 

Colleague Management Functions –

• Responsible for all colleagues and contractors in the PLA Customer Management team;

• Ensure administrative tasks such as time-off requests and completed for direct reports and all

personnel within the Customer Success organization, and manage the team shift schedule in

order to deliver excellent customer service;

• Ensure that regular one-on-one meetings are undertaken with the colleagues and contractors in

the Customer Success organization to review performance with their relevant supervisor, and

ensure the business is supporting their needs and development plan;

• To the extent possible, ensure processes and customer service support is deployed consistently

across our global service centers to ensure a consistently high level of customer satisfaction,

including the utilization of Standard Operating Procedures (SOPs) – KPIs, Information Technology

platforms and adherence with company and organizational policies;

• Assist the Director of Customer Success with hiring new talent;

• Facilitate new product / process training in your team in collaboration with the Engineering and

Product Delivery teams, Sales and Marketing;

• Assist in the development of training materials relevant to the customer service team in

collaboration with others in the Customer Service team and the wider Genetics Business to

ensure alignment in the delivery of our genetics services;

• Be involved with customer and field force education initiatives.

Qualifications and Experience:

● Bachelor degree desired with at least three years’ experience as a high performer in a CSR role

(internal) or three years’ experience as a customer success manager (external), or an equivalent

combination of education and experience;

● Expertise in customer support of a software program highly desired;

● Excellent oral and written communication skills;

● Demonstrated people management skills in a customer service organization;

● Excellent time management skills;

● Knowledge of the agricultural (animal farming) industries;

● Advanced skills in Microsoft Office Suite (Word, Excel, and PowerPoint);

● Demonstrated high level of organization and ability to prioritize multiple competing demands;

● Solid understanding of database systems (e.g., Hubspot);

● Excels in a rapidly changing environment;

● Self-motivated; ability to work independently and work as a constructive team member. Demonstrated

ability to manage people as both a coach and player.

 

 

Read More Here.

Skills

Posted on

December 2, 2022