Customer Success Manager

POSITION SUMMARY

The Customer Success Manager leads TRC Electronics' Customer Success Team, which covers account support, Order Processing, Data Administration, and Customer Service. The manager is accountable for that team delivering accurate orders, fully resolved customer requests, and assigned accounts that are retained and growing.

Reporting to the Senior Vice President, this is a player-coach role: the manager builds and develops the team while also carrying hands-on operational work across SAP Business One, HubSpot, and Shopify.

Because Customer Success shares processes with other operational departments, the manager works across those teams and with Sales, Marketing, and Applications Engineering so internal handoffs never become the customer's problem.

WHAT SUCCESS LOOKS LIKE

• A Customer Success Team that holds its standards through disruptions and growth. Account support, Order Processing, Data Administration, and Customer Service each meet their accuracy and service standards. Every critical function has trained backup coverage, and the team absorbs higher order volume without a drop in service.
• Orders that are processed right the first time. Direct and Shopify orders move through SAP Business One accurately and without unnecessary queue time. Preventable errors and rework decline as their recurring causes are fixed at the source.
• Customers who never have to chase TRC for an answer. Every request, return, and service case has a clear owner and proactive updates. Each one is resolved without delays caused by handoffs between departments.
• Assigned accounts that are retained and growing. Fast, accurate quotes and responsive support raise quote-to-order conversion and grow revenue from the assigned account base.

PERFORMANCE OBJECTIVES

• A Customer Success Team that meets its standards. Account support, Order Processing, Data Administration, and Customer Service consistently meet their accuracy, service, and account growth standards as one coordinated team.
• Team members developed to full proficiency. Every team member reaches full proficiency in their role, and key roles have a trained successor.
• Service quality that holds through absences, workload shifts, and growth. Every critical function has documented procedures and cross-trained backup coverage, and staffing stays matched to volume.
• Accurate customer orders from receipt through fulfillment. Orders from direct and Shopify e-commerce channels are entered, validated, and processed correctly the first time, and preventable order errors decline over time.
• Customer requests resolved with clear ownership. Every customer request has a named owner, receives timely acknowledgment and updates, and is closed out. This includes returns, damages, shortages, order changes, and documentation requests.
• Assigned accounts retained and growing. Customers in the assigned account base receive accurate, timely quotes, quote-to-order conversion improves, and revenue from those accounts grows.
• An accurate HubSpot pipeline for assigned accounts. The HubSpot deal pipeline gives the SVP and Sales an accurate, current view of every open quote and opportunity in the assigned account base.
• Escalations resolved and prevented from recurring. Escalated customer issues are resolved at the manager level, and the root cause is corrected so the same issue does not return.
• Consistent, reliable data across SAP Business One, HubSpot, and Shopify. Customer, order, and pricing records are complete, accurate, and consistent across all three systems.
• Cross-department handoffs that do not delay the customer. Shared processes with other operational departments have defined ownership, so customer work does not stall while one department waits on another.
• Recurring errors and manual effort reduced. Repeat errors, handoff delays, and manual steps measurably decrease through process redesign and automation.
• Leadership visibility into team performance. The SVP has accurate, current reporting on service levels, order accuracy, backlog, and account trends.
• Personal operational work completed without slowing the team. The manager's own operational workload is completed accurately and on time, and the team's leadership needs are still met.

KEY COMPETENCIES

• A Customer Success Team that meets its standards. Account support, Order Processing, Data Administration, and Customer Service consistently meet their accuracy, service, and account growth standards as one coordinated team.
• Team performance management: Sets measurable performance standards for each function, tracks results against them, coaches to close gaps, and manages persistent underperformance through a documented process.
• Training and workforce development: Builds skills matrices, structured onboarding, and training plans that bring team members to full proficiency and prepare successors for key roles.
• Capacity and coverage planning: Uses order volume, ticket volume, and backlog data to forecast workload, set staffing levels, and design cross-training so every critical function has coverage.
• Order-to-fulfillment execution in SAP Business One and Shopify: Manages order entry, validation, changes, holds, shipping requirements, and exceptions across direct and e-commerce channels so orders ship correctly without rework.
• Customer service case management: Runs RMAs, shortages, damages, freight claims, credits, and order discrepancies through resolution, coordinating Accounting and Warehouse steps so each case closes cleanly.
• Electronics distribution quoting and account management: Produces accurate quotes using lead times, MOQs, vendor price breaks, and part cross-references, and manages assigned accounts and opportunities through the HubSpot deal pipeline.
• Escalation resolution: Applies escalation protocols and company policy to resolve complaints and disputes by phone and in writing, documents outcomes in the system of record, and traces each escalation to its root cause.
• Master data governance across connected systems: Sets and enforces data entry standards, validation checks, and audit routines that keep customer, order, and pricing data consistent across SAP Business One, HubSpot, and Shopify, and diagnoses sync errors between them.
• Cross-functional process design: Maps order-to-cash handoffs between Customer Success and other operational departments, then defines ownership, inputs, and turnaround expectations for each handoff.
• Process improvement and automation: Uses root-cause analysis to find recurring errors and manual steps, redesigns workflows, identifies automation opportunities in SAP Business One, HubSpot, and Shopify, and measures whether each change worked.
• Operational KPI reporting: Defines service-level KPIs, then builds reports and dashboards from SAP Business One and HubSpot data that show trends, exceptions, and team performance.
• B2B distribution order-to-cash operations: Understands how sales, purchasing, warehouse, logistics, and accounting decisions affect each other in a distribution business, and uses that understanding to anticipate where customer orders will break down.
• Team members developed to full proficiency. Every team member reaches full proficiency in their role, and key roles have a trained successor.
• Service quality that holds through absences, workload shifts, and growth. Every critical function has documented procedures and cross-trained backup coverage, and staffing stays matched to volume.
• Accurate customer orders from receipt through fulfillment. Orders from direct and Shopify e-commerce channels are entered, validated, and processed correctly the first time, and preventable order errors decline over time.
• Customer requests resolved with clear ownership. Every customer request has a named owner, receives timely acknowledgment and updates, and is closed out. This includes returns, damages, shortages, order changes, and documentation requests.
• Assigned accounts retained and growing. Customers in the assigned account base receive accurate, timely quotes, quote-to-order conversion improves, and revenue from those accounts grows.
• An accurate HubSpot pipeline for assigned accounts. The HubSpot deal pipeline gives the SVP and Sales an accurate, current view of every open quote and opportunity in the assigned account base.
• Escalations resolved and prevented from recurring. Escalated customer issues are resolved at the manager level, and the root cause is corrected so the same issue does not return.
• Consistent, reliable data across SAP Business One, HubSpot, and Shopify. Customer, order, and pricing records are complete, accurate, and consistent across all three systems.
• Cross-department handoffs that do not delay the customer. Shared processes with other operational departments have defined ownership, so customer work does not stall while one department waits on another.
• Recurring errors and manual effort reduced. Repeat errors, handoff delays, and manual steps measurably decrease through process redesign and automation.
• Leadership visibility into team performance. The SVP has accurate, current reporting on service levels, order accuracy, backlog, and account trends.
• Personal operational work completed without slowing the team. The manager's own operational workload is completed accurately and on time, and the team's leadership needs are still met.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Position may require travel: Up to 5%.
• May occasionally lift up to 25 lbs, such as sample boxes or customer returns, with or without reasonable accommodation.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Bachelor's degree in Business, Operations, Supply Chain Management, or a related field preferred, but not required.
• 5+ years of experience in customer service, order management, or customer operations, including 2+ years in a leadership or supervisory role.
• Experience in a B2B distribution, manufacturing, electronics, or similar technical product environment preferred, but not required.
• Experience working in an ERP system and a CRM.

Pay: $72,000.00 - $92,000.00 per year

Benefits:

• Health insurance
• Paid time off

Work Location: In person