The Role
Lead, hire, train, and coach Customer Success Managers to drive adoption, retention, and customer value. Develop enablement strategy, monitor program efficacy, upskill CSMs, manage team performance, and support cross-functional initiatives.
Summary Generated by Built In
Position Summary:
The Customer Success team is integral to the overall success of the Penske Digital Experience. They are the driving force behind ensuring the successful use, adoption, and retention of our products and services. Working cross functionally, and with our customers, this team ensures we're building products that our customers love. The Manager of Customer Success is a member of the leadership team that will help to support this effort by coaching and driving CSMs to deliver and demonstrate value for customers. The Manager of Customer Success will play a key role in ensuring that CSMs help customers to achieve their desired outcomes with our products and services.
This individual will be responsible for the hiring, training, and managing of the CSM members of the Success team. They will also be responsible for coaching CSMs to meet (or exceed) key individual and team performance goals, metrics, and objectives.
This position is based out of our corporate headquarters in Reading, PA 4 days per week and 1 day per week of work from home.
Major Responsibilities:
• Recruit, Hire, Onboard, and Develop CSMs
• Help to develop CS Enablement Strategy
• Monitor efficacy of CS Programs
• Customer Success Upskilling
• Customer Success Competency
• Manage and Enable Customer Success team
• Other projects and tasks as assigned
Qualifications:
• Bachelor’s degree preferred in Business Administration, Marketing, Management, Communication, Technology, etc. If no degree, equivalent work experience is required.
• Minimum 5 years prior experience in Customer Success, Account Management or other related customer-facing roles.
• Interviewing / Hiring / Firing experience
• Minimum 2 years of people management experience
• Has demonstrable leadership skills
• Customer Service skills
• Excellent communication skills, both written and verbal
• Detail oriented with strong organizational and time management skills
• Regular, predictable, full attendance is an essential function of the job
• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.
Physical Requirements:
• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer
About Penske Truck Leasing/Transportation Solutions
Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.
Skills Required
- Bachelor's degree in Business, Marketing, Management, Communication, Technology (preferred)
- Equivalent work experience if no degree
- Minimum 5 years experience in Customer Success, Account Management, or related customer-facing roles
- Interviewing, hiring, and firing experience
- Minimum 2 years people management experience
- Demonstrable leadership skills
- Customer service skills
- Excellent written and verbal communication skills
- Detail oriented with strong organizational and time management skills
- Regular, predictable, full attendance
- Willingness to travel as necessary
- Work on-site 4 days per week at Reading, PA (location requirement)
- Complete employment application, background investigation, and drug screening
- Ability to occasionally lift/move up to 25 lbs (12 kg)
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The Company
What We Do
Penske Logistics is a Penske Transportation Solutions company. We provide supply chain management and logistics solutions to leading brands around the world. Penske Logistics delivers value through its design, planning and execution in transportation, warehousing, freight management, and dry-van truckload services. Penske offers customized supply chain and logistics solutions including: Dedicated Contract Carriage; Distribution Center Management; Freight Management; Freight Brokerage; Transportation Management Solutions (TMS); Lead Logistics Provider (LLP), Control Tower and 4PL Solutions. We serve a variety of industries including: automotive; food, beverage, grocery, wine and spirits; cold chain; convenience and drug stores; quick service restaurants (QSRs); retail; big box retailers; building and construction products; CPG; healthcare; industrial manufacturing; consumer appliances and consumer electronics; and many others.
