Job Description

JOB DETAILS

Future Opening to be Hired in Q2 2024

DUTIES AND RESPONSIBILITIES

As a Customer Success Manager at Aperture Solutions, you will play a key role in ensuring that our customers receive exceptional support and service. You will be responsible for designing and leading a customer care team that is dedicated to delivering creative and unique solutions to meet our customers' needs. Your focus will be on driving customer excellence and fostering positive relationships with our clients.

Empowering your team to provide the best possible service; supplying the tools and frameworks necessary to make every customer interaction a positive, productive experience will be key to the success of this role

• Engage with customers to understand their business needs and provide personalized support that exceeds expectations, while incorporating practices that are consistently deliverable and scalable
• Partner with National Account team to create curated service, utilizing growth team insights
• Lead prioritized responsiveness actions
• Identify highest value customers and develop strategies to maximize customer lifetime value
• Maintain a deep understanding of Aperture Solutions’ products and services, remaining abreast of trends potentially impacting the function
• Establish and maintain a positive, customer-centric team culture paramount to the success of the business. This includes communicating a shared mission, fostering a sense of community, and ensuring that all actions and communications are working toward the same goal
• Collaborate with functional leaders and their teams to ensure that Aperture Solutions consistently delivers high-quality customer service and solutions
• Partner with Human Resources colleagues to hire and develop a dynamic team of customer-focused individuals who are ready for growth
• Design and implement a voice of the customer program for services, ensuring that customer feedback is incorporated into decision-making processes
• Establish strategic initiatives to position the services team for growth and to meet customer expectations
• Proactively identify opportunities to improve efficiency and enhance the team member experience through technology or process improvements
• Communicate and manage clear expectations for team members to achieve customer excellence
• Own services metrics and report key performance indicators (KPIs) to track and analyze customer care and support performance
• Collaborate with functional leaders to develop and drive customer-centric strategic initiatives

Qualifications

• High School Diploma or equivalent required. Bachelor's degree in business administration, Marketing, or a related field preferred.
• Minimum of 5 to 7 years of experience leading teams in concierge level service programs
• Proven experience designing and managing to customer responsiveness metrics
• Strong understanding of customer service principles and practices
• Demonstrated track record of leading teams to success
• Excellent communication and interpersonal skills to engage effectively with both customers and cross-functional teams
• Ability to think creatively and develop unique solutions to meet customer needs
• Strong analytical and problem-solving skills to identify opportunities for improvement
• Proficiency in using customer relationship management (CRM) software, telecom systems and other relevant tools
• Ability to work collaboratively and build relationships with stakeholders at all levels of the organization
• Strong leadership skills with the proven ability to motivate and develop team members
• Results-driven with a focus on delivering exceptional customer experiences

Additional Information

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.

All your information will be kept confidential according to EEO guidelines.

The US base salary range for this full-time position is $80,000 - $120,000 (based on experience) + 10% Bonus + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)