Customer Success Manager

Valencia, California
Tri Source International
Customer Success / Account Manager

Job Summary:

We are growing. Fast! And to keep up with our rapid growth, our client-focused HQ office is looking to build on our biggest strength: our teammates.

We are searching for an experienced Customer Success Manager with great communication skills – both written and verbal. Must have strong time management, analytical and critical thinking skills that enable you to build relationships with clients while thinking strategically about how to meet business goals. You will maintain and develop CUSTOMER SUCCESS’S best practices that will increase sales and productivity while providing a positive experience for all clients. The ideal candidate is professional, sales-oriented, assertive, and able to thrive in a fast-paced, entrepreneurial environment.

Company Background

TSI is the fastest growing outsourcing company with Call Center operations throughout Mexico and Latin America and US headquarters in Valencia, CA. We are disrupting the world of outsourcing and benefit from our leadership position in a segment experiencing strong year-over-year growth.

Company Culture & Mission:

TSI makes outsourcing simple so that our clients can focus on their core business and drive sales growth. TSI is the sales, customer service, and back-office support engine behind many top brands, products, and services. We are very selective with the partners with whom we engage as well as the teammates we invite to be a part of our family. This keeps us focused on our Values: Transparency, Passion, Giving Back, Results and Fun!

Reports to:

Director, Customer Success

Location:

Greater Los Angeles. Our newly opened office is FWY close in Valencia, CA. Work to be conducted primarily in our Valencia office. Some travel to Clients and company Contact Centers.

You will help ensure exceptional service while delivering results that exceed clients’ KPIs. You will be the direct liaison between our clients and our internal team to obtain, clarify or provide facts, information, and/or client deliverables. You will work closely with our staff, preparing documents before client meetings, setting up client onboarding, organizing metrics reporting, and compiling meeting notes.

On a daily basis, you will also handle other administrative tasks, such as answering client phone calls, emails, sending deadline reminders to internal management, and updating our clients and internal management team with “real-time” communication. You will be the direct liaison between our clients and our internal team to obtain, clarify or provide facts, information, and/or client deliverables.

Job Duties and Responsibilities

Provide complete account/relationship management to those accounts assigned to you by senior leadership

Utilize sales experience and relationship-building to drive growth

Mastermind creative ways to deliver an exceptional client experience

Compile and update necessary documents and contracts

Maintain outstanding records for each account

Coordinate internal and external meetings

Work with company analysts to develop data-driven presentations that drive sales growth and process development

Create monthly and quarterly departmental reports to illustrate performance vs. expectation and develop creative strategies for Correction of Errors & Gap Plans

Respond to complex client inquiries or disputes professionally and resolve issues in a timely manner

Coach and support cross-functional team members to help them meet company goals

Up to 25% travel

Requirements

2- 3 years prior experience in customer-facing roles

Bachelor’s degree in business, finance, or related field preferred

At least 1 year of BPO / call center experience is an advantage

Proficient in Google Suite and Microsoft Office

Strong communication and organizational skills

Detail-oriented

Comfortable working independently

Exceptional customer service skills

Excellent communication skills and the ability to anticipate the needs of customers

Proven analytical thinking skills

Superior organizational and time management skills

Awareness or basic knowledge of CRM programs and databases, or the ability to learn new software quickly

Ability to speak a second language is an asset (Spanish)

Benefits

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance