Customer Success Team Manager

About Sedex

More than 85000 businesses across the world have made Sedex their trusted partner in creating a more socially and environmentally sustainable supply chain.

From our platforms unrivalled data insights to our teams expert guidance Sedex makes it easy for companies to manage assess and report on sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable.

Our Mission is to supply dataled insights accessible tools and exceptional services for more sustainable supply chains. Our solutions enable companies to continuously improve environmental social and governance (ESG) performance and outcomes.

The role

As the Customer Success Team Manager you will lead motivate support and drive the performance and workflow of the Customer Success team. You will:

• Evolve sales processes and cycles that support the core business goal of supplier membership growth.
• Ensure that a high and consistent level of customer service and technical support is provided to members and all other stakeholders.
• Develop and prepare the management reporting in respect of the global work allocation.
• Identify improvements in process and technology across the Customer Success team.

Key responsibilities

• Manage motivate and support team in delivery of their roles and core outputs.
• Implement and deliver KPIs across the global team continuously reviewing ROI across workstreams.
• Coaching sales agents to deliver on core business objectives and drive development within the team.
• Developing pitch documentation to support sales negotiations.
• Delivery of targets through people management performance review incentives and individual recognition.
• Assessing strengths and weakness of the team to manage the sales program accordingly.
• Design and implement campaigns that generate supplier revenue and add value to buying customers.
• Deploy streamlined processes to support project delivery.
• Design and implement regular reporting outputs for leadership team.
• Allocation of resources to meet short term fluctuations (ie changing staff rosters) and ensuring that there is sufficient team coverage to deliver customer KPIs and SLAS.
• Act as key stakeholder across the global business for our Supplier Engagement services. Sharing insights successes and opportunities to expand offering further.
• Escalation of issues in a timely manner and undertake necessary steps to ensure resolution and root cause analysis.
• Develop a comprehensive understanding of business services processes and systems used across Sedex.
• Signoff on service agreement documents at point of sale.
• Own and resolve customer complaints in a timely manner ensuring that both Sedex & the customers needs are considered.
• Seek opportunities to improve processes that will have a direct and positive impact on the customer journey and create team efficiency.
• Working closely & collaborating with a variety of internal business teams.

Knowledge Skills & Experience

• 5 years experience in a team management role leading a customer success team SDR team or similar.
• Driven to work in a fastpaced everchanging start up environment and able to organise & prioritise your work independently.
• Experienced in developing relationships and fostering a team ethic.
• Demonstrative operations expertise and proven leadership skills and capabilities managing multiple projects.
• Excellent communication and presentation skills with experience in developing relationships at a decision maker level.
• Strong coaching techniques and ability to drive longterm sales strategies.
• Proven track record of achieving sales and revenue targets.
• Experience in creating and strengthening customer and internal relationships. Demonstrable experience of supporting relationships and conversations with key accounts building rapport and confirming Sedex as a critical partner to our customer base.
• Innovative critical and creative thinking in finding solutions that exceed customer expectations with the ability to be agile in an everchanging environment.
• Strong listening skills and ability to communicate effectively and adapt style to all levels of subject understanding.
• Knowledge of Salesforce.
• Knowledge of procurement systems Responsible Sourcing and SaaS is an asset but not mandatory.

Our culture

At Sedex we are passionate about helping businesses become truly sustainable and ethical across their operations and supply chains. We believe that all people have the right to a safe workplace where they are treated with respect and paid fair wages free of harassment and discrimination. We strive to achieve these beliefs through inclusive behaviours that embody our values of being collaborative responsible transparent quality driven and committed to service excellence.

We want everyone to feel they can be themselves and thrive at work in every country in everything we do every day. We are focused on providing a culture characterised by inclusive everyday behaviours built on a foundation of respect and appreciation for diversity in all its forms.

Privacy Policy

Sedex is committed to protecting the privacy of its website users and members. Sedex uses any personal information you submit to us in accordance with this policy. The General Data Protection Regulation (GDPR) requires us to ensure that any personal information you provide us is processed fairly and lawfully. Sedex is the data controller in relation to any personal information you submit. Click here to view our privacy policy