Customer Success Manager

Precision Sails Ltd is an internet-based independent sail loft that sells, designs, builds, and delivers sailboat sails worldwide. Our rapid growth is due to the implementation of modern technology and marketing techniques to generate leads, manage the sales process, organize designs, manufacture, and deliver the finished product effectively. We offer a dynamic, fast-paced environment that is well suited to positive, energetic, solutions-focused individuals possessing an entrepreneurial mindset. Innovation, quality and exceptional customer experience drives everything we do. We are looking for a Customer Success Manager to join our passionate team. A key member of the Operations Management team, this position is responsible for ensuring the highest level of customer service and satisfaction is maintained throughout the entire customer journey. This position is well suited to someone who thrives in bringing order to ambiguity (process development), identifying solutions (ideally, technology-based) to complex business challenges all while providing an exceptional, proactive customer experience in a rapid growth environment. Key Responsibilities: Oversee our Customer’s Experience with exceptional integrity and accountability Grow a small team of specialists in logistics, supply chain management and customer service Act as a liaison between Precision Sails and vendors to facilitate the most efficient and accurate production possible, while ensuring quality standards are upheld Provide continuous, pro-active communication with customers during the production and delivery process (answering general questions, providing status updates) through to warranty and returns Manage and cultivate positive and effective relationships with customers and vendors Supply chain development; including negotiating terms and finding new suppliers Troubleshoot, problem-solve and provide innovative solutions to a complex array of logistics challenges Ensure accurate data management across all systems, including Inventory Management and Excel Qualifications: Demonstrate, related experience delivering and overseeing the provision of exceptional customer service Prior experience in vendor and logistics management (ideally in an out-sourced, offshore manufacturing environment) Excellent attention to detail and an ability to learn quickly Must be computer savvy and proficient in Google Workplace environment Strong analytical ability and computer literacy Ability to communicate effectively with a variety of people/roles - staff, management, vendors, clients Ability to take initiative and demonstrate responsibility Thrives in a fast-paced environment with shifting priorities A flexible, can-do attitude Sailing experience not necessary, however is an asset We offer a competitive salary commensurate with experience. While we sincerely appreciate the interest of all candidates, only those under consideration will be contacted.