Sr. B2B Service Experience Manager
SUMMARY
The Sr Manager of B2B Service Experience is responsible for identifying and executing strategic initiatives to ensure a world class customer service experience is provided to our business-to-business (B2B) customers including builders, contractors, and channel partners. Primary objective is to create brand differentiation and customer loyalty by removing effort from the customer service and recovery experience. This role will be responsible for working cross functionally to continually improve procedures, systems, and practices that guarantee white glove, high touch B2B service experiences.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Ensures the team delivers a quality outcome and an exceptional customer experience for target customers in a timeframe appropriate for the assistance needed. Develops processes and practices to deliver world-class experiences through various contact channels such as inbound, outbound, email, chat, SMS text, etc. Determines ways in which the team can proactively support and create differentiation for B2B channel partners.
· Develop and implement service excellence strategies and initiatives to enhance the customer service experience for our B2B customers.
· Identify pain points in the current service processes and propose and execute innovative, scalable solutions to minimize customer effort.
· Build strong partnerships with key stakeholders, including sales teams, account managers, product managers, operations, and technical support teams, to ensure alignment in delivering service excellence.
· Collect and analyze customer feedback and data to identify opportunities for process optimization and service enhancements.
· Establish key performance indicators (KPIs) to monitor the effectiveness of service initiatives and regularly report on progress to stakeholders.
· Provide leadership and guidance to the customer engagement team in delivering exceptional support to B2B customers.
· Develop standardized procedures, guidelines, and materials to ensure consistent delivery of high-quality service across all touchpoints.
· Identify opportunities for automation and process optimization to streamline the customer engagement operations.
· Stay updated on industry trends, best practices, and emerging technologies in B2B customer service to proactively suggest improvements.
QUALIFICATIONS
· Bachelor's degree in Business Administration or a related field.
· Minimum of 5 years of experience in customer service management or related roles, preferably in a B2B environment.
· Proven track record of successfully implementing service excellence initiatives that improve customer satisfaction, loyalty, and retention.
· Strong analytical skills with the ability to collect and analyze data from multiple sources to identify patterns, trends, and areas for improvement.
· Excellent communication skills with the ability to effectively interact with internal and external stakeholders at all levels of the organization.
· Strategic mindset with the ability to think creatively and propose innovative solutions to resolve complex challenges.
· Solid project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
· Proficiency in using customer relationship management (CRM) systems and other customer service tools.
· Demonstrated ability to lead and motivate a team, fostering a culture of service excellence and continuous improvement.
· Advanced knowledge of B2B industry dynamics, key competitors and customer service best practices.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SUPERVISORY RESPONSIBILITIES
Manages 4-9 leads and/or support staff. Responsible for the overall direction, coordination, and evaluation of this unit. Also, directly supervises non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
COMPUTER SKILLS
Word, Excel, Powerpoint. In addition, a basic understanding of Customer Service Systems including call center management software, Salesforce and other systems utilized to support Contact Centers and Customer Service teams.
CERTIFICATES, LICENSES, REGISTRATIONS
None required.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
