Customer Success Manager

Company: Peckham, Inc.
Location: Lansing
Posted on: August 3, 2022

Job Description:

As a federal contractor, Peckham requires all employees to be fully vaccinated from the COVID-19 virus. Proof of vaccination is required on/before the start of employment. Upon request, Medical or Religious accommodations will be considered for employment. *Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.* Peckham Inc. - Customer Success Manager SUMMARY The Customer Success Manager is responsible for identifying and researching new business opportunities for Peckham's multiple lines of business. Cultivating and maintaining strong relationships with Peckham customers to ensure our customers achieve success, and that we exceed their desired outcomes with our products or services. The Customer Success Manager works closely with our customers, alongside business line leadership, to ensure our products and services are delivered successfully. This role will serve as a subject matter expert across multiple lines of business and work with operations as needed to solve business challenges. The Customer Success Manager will have the ability to handle most situations collaboratively to help Peckham make decisions on complex business issues. MAIN DUTIES AND RESPONSIBILITIES + Build productive relationships with external and internal customers. + Serve as a point of contact for issues and maintain contact throughout the opportunity to provide a proactive strategy of resolution as necessary. + Develop an understanding of both internal and external customers for each business unit. Understand contractual requirements, service level agreements, business metrics and contribute to the development and implementation of the corporate strategic business plan. + Maintain regular contact to ensure we're doing as much as we can to make the customer successful. + Identify and cultivate new business relationships. + Participates in data collection of performance metrics, reporting, escalation & communication. + Conducts and reviews expense/cost target commitments. + Identify and evaluate new business opportunities. Communicate the opportunity to operations and follow up with the external customer. + Acts as a resource or project leader for small and medium opportunities during business transition phase. Providing subject matter expert input and technical support. OTHER DUTIES AND RESPONSIBILITIES. + Maintain safe and clean work environment.+ Promote Peckham's vision values and services to all customers and stakeholders.+ Assist in maintaining organizational wide quality standards.+ Other related duties as assigned.SUPERVISORY RESPONSIBILITIESThis role does not have supervisory responsibilities.MINIMUM QUALIFICATIONS+ Bachelor's Degree in business, public administration, or a related field from an accredited institution, or a combination of education and relevant experience. + Microsoft Office suite proficiency. + Ability to build & manage strong customer relationships. + Ability to lead a cross functional team to deliver effective & efficient customer support. + Ability to communicate effectively in written, oral and presentation formats. PREFERRED QUALIFICATIONS+ 3 to 5 years of related experience, including federal contracting experience. + Influence & negotiation skills. + Ability to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, and active listening. + Ability to research, analyze and make recommendations regarding potential business opportunities. + Ability to identify risks proactively and effectively. + Working knowledge of quality and continuous improvement systems. + Ability to develop and present high impact messages to customers. + Possess moderate industry sector knowledge in call centers, help desks, apparel manufacturing. Warehousing and logistics or custodial services. + Crisis & conflict management. PHYSICAL DEMANDSThe physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYERAs a federal contractor, Peckham requires all employees to be fully vaccinated from the COVID-19 virus. Proof of vaccination is required on/before the start of employment. Upon request, Medical or Religious accommodations will be considered for employment.EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. REASONABLE ACCOMMODATION FOR APPLYING NOTICE Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please: + Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you + Email us at careers@peckham.org + Call us at (517) 316-4000 + Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm) Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Business Line:Business DevelopmentLocation:Lansing, MIWorker Sub-Type:Staff Member

Keywords: Peckham, Inc., Lansing , Customer Success Manager, Executive , Lansing, Michigan