Senior Manager - Customer Success ( CS ) About Company: Group Bayport, a US Headquartered Organization is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth.
From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.
While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1600+ people.
We are seeking exceptional talent across the board to join us in our exciting growth journey.
For more about Group Bayport, please visit Job Title: Senior Manager - Customer Success (CS) Job Description: Leadership & Team Management: Lead and inspire a team of account management professionals, ensuring exceptional customer service delivery and the achievement of aggressive retention and growth targets.
Client Relationship Management: Foster and strengthen relationships with key decision-makers across a diverse portfolio of high-profile accounts, driving significant revenue growth and ensuring strict adherence to service agreements.
Issue Resolution: Manage and resolve complex customer issues, leveraging advanced CRM and telephony systems, and implement service enhancements to continually improve customer satisfaction.
Data Analysis & Strategic Insights: Employ advanced analytical skills to interpret complex data trends, providing strategic insights for executive decision-making, with a superior command of Power BI and Excel.
Training & Development: Develop, implement, and oversee comprehensive training and development programs to elevate team capabilities and drive high performance.
Technology Integration: Champion the integration and adoption of cutting-edge AI technology within the account management processes to streamline operations and enhance customer engagement.
E-Commerce Platform Management: Lead the implementation and maintenance of sophisticated e-commerce platforms, ensuring efficient order management, fulfillment, and quality control.
Cross-Functional Collaboration: Collaborate closely with internal stakeholders, including Business Development, Design, Production, and Technology teams, to deliver integrated and cohesive customer solutions.
Requirements: Educational Qualification: Bachelor's degree in Business Administration, Marketing, or a related field.
A Master's degree is highly preferred.
Experience: A minimum of 12 years of experience in account management within the e-commerce industry.
Extensive experience managing corporate accounts for American or international clients.
Demonstrated success in a contact center environment, with a proven track record of leading and managing high-performing teams.
Technical Skills: Advanced expertise in Power BI and Excel for sophisticated data analysis and reporting.
In-depth knowledge of AI technology and adaptive CRM systems.
Comprehensive understanding of modern telephony systems and their seamless integration with customer service operations.
Behavioral Skills: Exceptional communication, negotiation, and interpersonal skills.
Strong analytical and strategic problem-solving capabilities.
Proven strategic thinking with the ability to lead and inspire team initiatives.
High level of adaptability to emerging technologies and evolving business needs.
Outstanding leadership and team management skills, with a focus on driving results.
Commitment to continuous improvement, innovation, and professional development.
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