Regional Customer Success Senior Manager (Remote)

Position Summary & Location

At Acuity, the Customer Success Senior Manager creates exceptional service experiences for customers and partners, generating stronger customer loyalty for Acuity Brands Lighting (ABL). Our team looks at partner and customer interactions with all ABL teams, systems, and processes to find efficiency gains and remove obstacles to optimize goal attainment for everyone. 

The Regional Customer Success Senior Manager focuses on our US and Canada-based C&I Channel, specifically, our independent sales agencies. C&I Customer Success partners with the regional sales leadership to translate their commercial strategy into a service strategy – aimed at driving the long-term success and goal realization of targeted agents and customers in the territory.  

The Regional Customer Success Senior Manager uses in-depth qualitative market and customer knowledge combined with quantitative service performance data to find sources of negative customer experiences and identify the root cause. In collaboration with the Success VP and CX partners, the Regional Customer Success Senior Manage proactively works to solve for the future. 

The Regional Customer Success Senior Manager leads the Presales functional teams of Technical Sales Support, Design Applications, and Product Solutions teams. Each team has expert-level product and technical knowledge that supports and drives the growth of the projects and opportunities in our C&I regions.

With guidance from the CX leadership, the Regional Customer Success Senior Manager provides updates and messages from the CX organization about service and support to the agents and customers. They also act as the voice of the customer to leadership and the CX organization. The Regional Customer Success Senior Manager ensures the calendar and cadence of connectivity with your service team, agents, and sales team by region are completed and evaluated for valuable improvements.

As needed, the Regional Customer Success Senior Manager works closely with the various CX support teams to solve complex customer or agent problems. And also works on long-term projects to ensure efficient processes, easy to do business with, and optimized for positive customer experience. Success enables the sales team (C&I Regional Vice Presidents) to focus on commercial activities, including strategic selling, ecosystem loyalty, and business development priorities.

This role works remotely from the United States.

Primary Responsibilities Include

• Understanding and translating customer needs in your territory and aligning with the sales team's strategies. 
• Partnering with sales leadership and operations teams to ensure that the regional teams and agencies focus on selling. In contrast, the Regional Customer Success Senior Manager and CX more broadly focus on ensuring we're serving the existing business efficiently and comprehensively.  
• Proactively approach needs and goals from a customer service perspective. 
• Understanding customers' goals and sales strategies and translating them into a service approach for your territory, removing any roadblocks, and addressing any challenges they will face in achieving those strategies. Using analytics tools to evaluate and analyze company performance for agents and customers.
• Analyzing information and generating talking points for your VP's operational reviews.
• Working with the CX Analytics team to incorporate customer feedback when creating new dashboards and analytics enhancements.  
• Deepen our customer conversations over time and provide guidance and advice to our partners and customers regarding service and attaining goals.
• Engaging and collaborating with the Agile Applications and Training team to improve and execute training, tools, and onboarding needs. 
• Acting as the voice of CX for your territory by cascading ABL Service, Support, and CX messages and/or initiatives set by your Customer Success VP and CX Leadership. 
• Solving complex customer problems. 
• Understanding the market and customer needs, prioritizing opportunities to improve processes and tools for our CX partners. 
• Leading CX initiatives to improve CX tools and processes. 
• Acting as a resource or SME to colleagues with less experience 
• Leveraging technology, including PowerBI, Agile, Oasis, Salesforce, other third-party applications, ADC, acuitybrands.com, and our brand websites.

Qualifications

• Bachelor's degree or equivalent work experience or certifications. 
• 6-8 years of customer service, support, and sales experience, including collecting, accessing, and interpreting data to provide insights to customers and partners.
• 2+ years of people leadership and managing direct reports.
• Solid understanding of internal ABL organization, industry specifics, and business strategies. 
• Demonstrate excellent problem-solving and critical-thinking skills. 
• Superior communication and interpersonal skills. 
• Ability to remain calm and focused in stressful situations. 
• Availability to regularly travel with customers based on business needs (25-50%).

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