Summary of RoleAs a Customer Success Manager, my role encompasses proactive customer issue resolution, managing customer interaction cadences, and coordinating Quarterly Business Reviews (QBR) with stakeholders. I develop relationships with key distributors and channel contacts to ensure a consistent and differentiated customer experience.Key Responsibilities • Direct Customer Interaction: Resolve customer issues across departments. • Interaction Management: Attend QBR meetings and provide input • Relationship Development: Build relationships with key distributor and channel contacts. • Needs Analysis: Evaluate and improve Customer Satisfaction and Net Promoter Scores. • Data Analysis: Identify opportunities for improving the customer experience and revenue generation by monitoring customer calls, tracking scorecard metrics, and analyzing customer behavior trends. • Collaboration: Work with the Channel Sales team to upsell solutions and provide exceptional service to high-value customers.

Process calls and emails in line with departmental KPI. Ensure accuracy and timeliness of response and follow up on issues and complaints. Keep constant contact with assigned customers to understand their needs and concerns. Proactively answer their requirementsEnter all orders including samples, drop ships and container orders accurately and within the published KPI. Identify inaccuracies and processing issues and recommend solutions

Interpret essential administrative areas of government contracts, including requirements, specifications, delivery and terms and conditions. Manage order fillfulment upon receipt of contracts for medical/pharmaceutical supplies and equipment.

Confer with customers about products and services. take customer orders and obtain details of comments or complaints for resolutions. Recommend improvements in product, packaging, shipping, service or billing methods and procedures to increase customer satisfaction

Manage three mail centers, two supervisors and seven mail employees. Coach and motivate staff to ensure excellent customer service.

Supervise the work of customer service employees to ensure adherence to quality standards