Asst. Manager, Customer Success- Direct-to-Consumer (DTC)
NEW ERA CAP LLC
Buffalo New York
Salary: Neg Per Hour
Responsibilities
- Leadership & Team Management:
- Lead, mentor, and develop a team of Customer Success
Specialists to ensure they provide exceptional service and support to DTC
customers
- Set clear performance expectations, conduct regular
team meetings, and provide ongoing feedback and coaching to team members
- Foster a customer-centric culture, encouraging the
team to go above and beyond to surprise and delight customer
- Customer Understanding & Success Strategy
- Deeply understand customer needs, preferences, and
pain points through direct feedback, data analysis, and customer
interactions
- Implement customer success strategies that align with
New Era’s DTC business goals, ensuring we meet and exceed customer
expectations
- Collaborate with cross-functional teams (e.g., sales,
product, and marketing) to identify and implement personalized,
surprise-and-delight initiatives that create memorable experiences and
foster customer loyalty
- Customer Engagement, Loyalty & Upsell
- Proactively engage with key DTC customers to
understand their needs, address concerns, and ensure they receive maximum
value from our products
- Identify opportunities for loyalty programs and
upselling by analyzing customer behavior, purchase patterns, and feedback
- Work with the sales team to identify and create
targeted upsell and cross-sell opportunities, while ensuring a seamless
customer experience
- Implement strategies to increase customer lifetime
value, drive repeat purchases, and boost brand advocacy through
personalized communication, loyalty-building campaigns, and other engagement
initiatives
- Surprise & Delight Initiatives
- Collaborate with marketing and other departments to
create and execute programs that surprise and delight customers, such as
personalized gifts, exclusive offers, and unexpected product upgrades
- Ensure the team is equipped to deliver delightful
moments in customer interactions, turning everyday touchpoints into
extraordinary experiences
- Leverage customer feedback to continuously refine and
evolve these initiatives to maintain a fresh, exciting approach to customer
satisfactio
- Performance Monitoring & Reporting
- Track and report on key performance indicators (KPIs)
related to customer success, including customer satisfaction scores,
retention rates, upsell conversions, and lifetime value
- Provide regular updates to senior management on the
progress of customer success initiatives and suggest data-driven
improvements
- Utilize CRM and customer analytics tools to monitor
interactions, track issues, and gather insights for ongoing optimization
- Cross-functional Collaboration
- Work closely with product development to provide
customer insights that inform product enhancements and innovations,
ensuring our offerings are aligned with customer needs
- Partner with the marketing team to craft campaigns that
drive loyalty and engagement through customer-specific offers and
value-add initiatives
- Collaborate with sales and fulfillment teams to ensure
seamless onboarding of new customers and smooth execution of
surprise-and-delight moments
- Keep all sensitive matters confidential
- Other duties as assigned
Knowledge, Skills and
Abilities
- Strong ability to analyze customer data, identify
patterns, and translate insights into actionable strategies for upsell and
retention
- Excellent communication and interpersonal skills, with
the ability to build strong relationships with customers and internal
teams
- Strong problem-solving skills, a customer-first
mindset, and a passion for delivering delightful experiences
- Ability to thrive in a fast-paced, dynamic environment
Education and
Experience
- Bachelor’s degree in Business Administration,
Marketing, or a related field; relevant job experience in lieu of degree
will be considered
- Three (3) to five (5) years of experience in in
customer success, account management, or a related field, preferably
within a DTC or e-commerce environment
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and other customer success tools
Job Overview
Posted Date: 17 Feb 2025
Location: Buffalo New York
Salary: Neg Per Hour
Company Information
NEW ERA CAP LLC
Name: NEW ERA CAP LLC
Web: https://www.neweracap.com/