Position: Customer Success Manager

BMS Direct Inc., Lynchburg, VA

About Us: Due to our continued growth and having experienced the highest revenue year in our 50-year history, we have created a new position, Customer Success Manager. BMS Direct provides exceptional solutions and services to our clients in the print and mail sector. Our innovative approach and commitment to excellence has positioned us as a leader in the industry. We pride ourselves on fostering strong relationships with our clients and ensuring their success is at the forefront of everything we do.

Job Summary: We are seeking a dynamic and results-driven Customer Success Manager to join our team. The Customer Success Manager will be responsible for building and maintaining long-term relationships with our clients, ensuring their satisfaction, and driving value from our products and services. The ideal candidate will be passionate about customer success, sales minded, highly motivated, well organized, uplifting and possess strong communication skills in a variety of settings including in-person, telephone, MS Teams or a similar platform, email, and applicable social media platforms.

Responsibilities:

• Serve as the primary point of contact for assigned clients, understanding their business objectives, and ensuring our solutions meet their needs.
• Own the customer experience, building a positive and memorable lasting journey together.
• You will be responsible for translating client requirements into effective marketing strategies and ensuring seamless execution.
• Develop and maintain strong, trusting relationships with key stakeholders at client organizations, from frontline users to executive leadership.
• Proactively engage with clients to understand their challenges and identify opportunities to drive value and optimize their experience with our products and services.
• Guarantee a great start to the customer experience by coordinating and driving the processes for customer onboarding, engaging with the new customers, and ensuring a smooth process.
• Collaborate with internal teams, including Sales, Production, Client Services, and Finance to advocate for the needs of our clients and ensure timely resolution of issues.
• Conduct regular check-ins and business reviews with clients to review performance, address concerns, and identify opportunities for expansion or upsell.
• Monitor client satisfaction and usage metrics, providing insights and recommendations to improve overall customer experience and retention.
• Stay informed about industry trends, best practices, and competitor offerings to effectively position our solutions and drive customer success.

Requirements:

• Bachelor’s degree in a business, marketing, or related field.
• Proven experience in a customer-facing role, preferably in account management or customer success.
• Strong interpersonal and communication skills, with the ability to build rapport and credibility with clients at all levels of the organization.
• Excellent problem-solving skills and the ability to think strategically to anticipate and address client needs.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and deadlines.
• Experience working in a fast-paced, dynamic environment.
• Proficiency in CRM software such as Salesforce, Slack and other relevant tools.

Benefits:

• ESOP, 100% Employee-Owned Company.
• Competitive salary and benefits package.
• 401(k) with 3% safe harbor biweekly contribution.
• PTO accrues beginning day one.
• Seven paid holidays, including one floating.
• Longevity bonuses.
• Opportunities for professional development and advancement.
• Dynamic and collaborative work environment.