Supervisor, Customer Relations - Hybrid Schedule

The Supervisor, Customer Relations, plays a pivotal role in the new onboarding and supervision of newly onboarded Operations Success Managers who deliver unparalleled service and cultivate lasting relationships with our clients. This individual will manage a specific portfolio of accounts while also supporting the training and growth of the newest team members. The ideal candidate will possess a blend of operational expertise, coaching acumen, and relationship management skills to propel the success and profitability of our customer success team.

Operational Leadership:

• Regularly collaborate with team members to support the vision, goals, and objectives for the customer success team in alignment with company objectives.
• Execute and coordinate maintaining the team's focus on high performance and continual improvement of key processes.
• Coordinate team scheduling and staffing to ensure excellent customer service and response.
• Provide regular feedback and training opportunities for newer team members.
• Leverage high-impact reporting for executive decision-making and performance assessment.
• Engaging team involvement in resolving service delivery issues to ensure customer satisfaction.
• Assist in the preparation of comprehensive business reviews for customers.

Coaching and Mentoring:

• Develop hiring skills and strategies to attract and keep top-quality talent.
• Promote and foster a customer-focused culture across the company.

• Help the team focus on what is within their control to achieve success
• Regularly review and celebrate staff performance while addressing any issues constructively
• Aid in developing clear goals for the team and formulate coaching strategies to achieve or exceed them.
• Promote positive accountability and follow-up to achieve goals.

High-Level Issue Resolution:

• Serve as the escalation point for operational issues affecting customer experience.
• Proactively engage team strategies to prevent recurring issues and improve customer retention.

Teamwork:

• Collaborate with team members and various departments to support assigned customers.
• Provide backup support across all functions within the OSM team.
• Share best practices and learning opportunities with peers across all teams.
• Document cross-training procedures and expectations for the team.
• Collaborate with Customer Relations Manager to develop common, scalable business practices.

Relationship Management:

• Support the team in developing regular communication strategies with existing customers.
• Advocate for customers' needs across all levels of the organization.

Sales Organization Engagement:

• Collaborate with the SAE and SSM teams to maintain visibility into key accounts.
• Engage with sales leadership to promote cross-departmental engagement for customer retention.

Position Requirements:

Formal Education & Certification

• Bachelor's degree or equivalent experience required

Knowledge & Experience

• 4+ years business to business experience preferably in a customer account management or customer relationship management role
• 2+ years operations leadership preferred
• Petroleum Industry experience preferred
• Intermediate Microsoft Excel, Access and Outlook skills

Qualifications & Characteristics

• Working knowledge of sales and customer service
• Ability to create and present reporting and presentations in front of customers
• Strong attention to detail
• Strong written and verbal communication skills
• Strong analytical and problem-solving skills
• Ability to work in a team environment

Work Environment

• Hybrid Schedule available once training is completed - 3 days in the office, 2 days remote
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.