Customer Success Manager

　　Date: Jan 18, 2024

　　Location:

　　Gormley, ON, CA, L0H-1G0

　　Company: WillScot | Mobile Mini

　　Req ID: 50963

　　At WillScot Mobile Mini (NASDAQ WSC (https://www.nasdaq.com/market-activity/stocks/wsc) ), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

　　Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We’re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot Mobile Mini and who we are,click here (https://careers.willscot-mobilemini.com/content/Stronger-Together/?locale=en_US) . Build your future with us!

　　ABOUT THE JOB:

　　The Customer Success Manager will oversee approximately twenty Customer Success Specialists (CSS) who serve as the “quarterbacks” for our customers. The Customer Success Manager is responsible for analyzing Key Performance Indicators (KPIs) and leading all initiatives that will improve the experience for our customers. Additionally, the manager is expected to motivate and develop their staff within a fast pace environment in order to ensure the delivery of our Customer Experience (CxP) expectations. The Customer Success Manager will maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction and excel in Williams Scotsman’s Core Values of Collaboration, Empowerment, Excellence, and Innovation.

　　WHAT YOU'LL BE DOING:

　　Responsibilities of the Customer Success Manager 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:

　　Hire, develop, motivate and retain staff. Establish goals, coach and review KPIs regularly.

　　Ensure the customer success team operates efficiently by actively managing the inbound and outbound customer contact, beginning at the handoff from sales at new order and following through post-delivery.

　　Develop and implement programs for the customer success team that include training on systems, process improvements, dealing with difficult customers and up-selling VAPS and storage containers

　　Drive compliance around the transactional order process to insure 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 insure 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 fi le 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

　　Utilize Salesforce Service Cloud to track, analyze, and report performance data on key departmental initiatives.

　　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 fi le documents

　　Follow communication procedures, guidelines and policies

　　Exhibits a high attention to detail

　　EDUCATION AND QUALIFICATIONS:

　　Education and Qualifications:

　　College Degree preferred; high school diploma or equivalent with 5+ 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 training may be required

　　Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed.

　　WillScot Mobile Mini provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

　　WillScot Mobile Mini embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!

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