Supervisor, Customer Success

Job Title: Supervisor, Customer Success

As a Supervisor, Customer Success You Will:

• Provide leadership, guidance, and direction to Incremental Services team members, ensuring alignment with organizational goals and objectives.
• Collaborate with the Sr. Manager, Customer Success, to develop and implement strategies for enhancing customer engagement, retention, and growth.
• Assist in the training, development, and onboarding of new team members, equipping them with the necessary skills and knowledge to excel in their roles.
• Monitor team performance and customer interactions, providing feedback, coaching, and support as needed to drive excellence and customer satisfaction.
• Serve as an escalation point for complex customer issues, working closely with team members and cross-functional teams to ensure timely resolution and customer advocacy.
• Analyse team metrics and performance data to identify trends, opportunities, and areas for improvement, and present strategies to optimize team effectiveness and efficiency to the management team.
• Foster a collaborative and supportive team environment, encouraging knowledge sharing, best practice development, and continuous improvement initiatives.
• Ensure customers comprehend the value ePS delivers through project alignment with the strategic and operational plans to ensure project delivery and outcomes meet their objectives.
• Coordinate the development of project plans, including procuring resource requirements (skills, software, hardware etc.), defining timeframes, scheduling, budgeting, identifying dependencies, and planning for change management.
• Review and implement project delivery according to approved plans, objectives, and budgets, while maintaining active communication with key stakeholders.
• Provide regular project status reports to stakeholders, detailing progress against milestones, issue and risk management updates, and budget versus actual costs.
• Document and communicate any changes to scope through established change management processes.
• Conduct Post-Implementation Reviews to identify process improvements for future projects, identify expansion opportunities, and enhance customer satisfaction.
• Manage the chargeability of ePS resources deployed and ensure alignment of deliverables with business needs, requirements, and customer expectations.

Job Requirements:

• Minimum of 5 years of combined relevant industry experience and extensive large-scale project management experience.
• Minimum of 2 years in a leadership or supervisory capacity.
• In-depth knowledge of the printing industry and associated technologies, enabling effective engagement with customers and understanding their needs.
• Proven ability to manage customer expectations in alignment with project priorities, ensuring customer satisfaction and project success.
• Exceptional interpersonal and communication skills, with the ability to inspire, motivate, and build strong relationships with both team members and customers.
• Strong verbal and written communication skills, essential for conveying ideas, facilitating discussions, and providing clear instructions and updates, strong cross-functional working knowledge.
• Strong problem-solving and decision-making abilities, with a strategic and analytical mindset.
• Ability to effectively manage competing priorities and deadlines in a dynamic and fast-paced environment.

Preferred Requirements:

• B.E in Computer Science, Information Technology or equivalent.
• PMP Certification to showcase expertise in Project management - Agile methodologies and practices.
• Excellent SQL knowledge, stored procedures, and scripts with debugging skills.
• MS. Excel and PowerPoint skills.
• Proficiency in CRM systems and customer success software.
• Leadership or management certifications.