<p>Company Overview:</p> <p>For over six decades, the Delaware Valley Floral Group (DVFG) has been at the forefront of providing professional retail florists, event designers and supermarkets across the nation with the highest quality of fresh cut flowers, greens, botanicals, and floral supplies. Established in 1959 as a modest family venture, the DVFG has flourished into one of the largest floral distribution companies in the United States.</p> <p>Our modern corporate headquarters, spanning over 100,000 square feet, is strategically situated in Sewell, New Jersey. Complementing this central hub are multiple satellite logistics, distribution and sales facilities located in key geographical regions, including Edison, NJ, Jessup, MD, Hauppauge, NY, Syracuse, NY, Hartford, CT, Wilkes-Barre, PA, Shrewsbury, MA, Pittsburgh, PA, Cleveland, OH, Richmond, VA, Miami, FL and Oxnard, CA.</p> <p>Our mission extends beyond just being a floral wholesaler to our customers; We Aspire To Be Their Most Valuable Supplier. Every member of our team plays a pivotal role in ensuring our customers receive the best possible products and services to help their business grow. We recognize that our employees are the cornerstone of our success as well, which is why we are committed to fostering a family-oriented culture where every individual's contributions are deeply valued and appreciated. Join us in shaping the future of floral distribution and become a part of our dynamic team here at the DVFG!</p> <p>We offer an excellent and comprehensive benefits package, which includes medical, dental, vision, short-term disability, long-term disability, company-paid life insurance, voluntary life insurance, and a 401(k) plan.</p> <p>Delaware Valley Floral Group is an equal-opportunity employer committed to hiring a diverse workforce at all levels, fostering a culture that enables us to better serve our customers, employees, and communities.</p> <p>The Customer Success Manager leads the Customer Success team to provide ongoing support to our customers. This role is responsible for building relationships through onboarding, improving customer satisfaction, and implementing new programs to increase revenue potential and minimize customer churn rates. Additionally, the CSM serves as the voice of the customer for internal projects and initiatives to support our vision of being our customer's most valued supplier. They are responsible for department strategic planning and involvement in organizational initiatives. This is a full-time, exempt position. Regular hours of work are Monday through Friday day shift, with the ability to flex schedule to different times as needed to accommodate sales and customers.</p> <p>Essential Functions:</p> <p>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <ul> <li>Lead and direct Customer Success team ensuring smooth customer onboarding, training, retention and satisfaction. </li><li>Develop and share resources, such as guides, webinars, or FAQs, to support customers in ease of purchasing from the company. </li><li>Ensure customer issues are addressed promptly and provide solutions to customer problems. </li><li>Continually analyze and evaluate opportunities to maximize customer satisfaction. Plan, recommend and execute short and long-range goals for customer relationship management. </li><li>Act as the voice of the customer within the company relaying feedback and identifying trends. </li><li>Collaborate with sales, procurement, marketing, operations, distribution and accounts receivable departments as appropriate to align strategies and resolve customer matters. </li><li>Triage, route, and escalate customer and internal tickets to drive towards completion and successful resolution </li><li>Monitor customer success metrics and prepare regular reports showcasing progress toward goals and providing actionable insights. </li><li>Identify opportunities to improve the customer success process, aligning with continuous improvement principles. </li><li>Organize customer-focused events, webinars, or community discussions to further engage and educate the customer base. </li><li>Department administration of Salesforce platform, workflows and roadmap of platform for CS and Sales team usage. </li><li>Customer visits for key accounts as needed. </li></ul> <p>Supervisory Responsibility:</p> <p>This position manages all employees of the department and is responsible for leadership, performance management and hiring of the employees within its department.</p> <p>Work Environment:</p> <p>This position operates in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. At times, this position may require occasional trips to the warehouse and cooler environment (34 degrees).</p> <p>Physical Demands:</p> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.</p> <p>While performing the duties of this job, the employee is regularly required to talk, hear and read. This position involves sitting for extended periods of time while working at a computer terminal. Positions in this job family typically work in an office setting but may be assigned more physical duties such as transporting office supplies and equipment and bending and stooping to file. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.</p> <p>Travel:</p> <p>This position may require occasional travel to customers and events.</p> <p>Qualifications</p> <p>Required Education and Experience:</p> <ul> <li>Bachelor's in Business Administration, Marketing, Communications, or a related field (preferred). </li><li>Relevant certifications such as Customer Success Management, Customer Experience, or Project Management (preferred) </li><li>2-5+ years of experience in customer success, account management, or a similar customer-facing role. </li><li>Experience leading and managing a team of direct reports. </li><li>Proficiency in Apprise and Microsoft Office (Word, Excel, Outlook, PowerPoint. etc.) </li><li>Proficiency in Customer Relationship Management (CRM) software </li><li>Experience using tools like Excel, Smartsheet, Tableau, or Power BI to monitor KPIs and customer success metrics. </li><li>Analytical and Problem-Solving Skills: Ability to analyze customer data and metrics to inform success strategies and improvements. </li><li>Excellent verbal and written communication skills </li></ul>