Senior Customer Success Manager

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey – building, selling, financing, and insuring homes. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

Customer Success Manager

Job Profile: JP00270

Job Status: Full Time / Salary

Position Summary: Customer Success Managers (CSM) are the frontline for all Clayton Home Building Group, building trusted business partnerships between our customers and our Home Building and Supply Facilities to provide value-added services, which supports sustainable growth and brand loyalty. It’s a role that combines traditional sales and market growth practices and aligns them with world class customer experience through training and teaching our customers to improve the collective business. By championing company initiatives, CSM will work to create efficiencies in product and inventory management, technology, product quality, and sales management to continuously increase the value we provide our customers and ensure an overall world class customer experience.

Duties / Responsibilities:

• Responsible for creating market and product strategy by studying the various markets, market share potentials, and market growth potentials in assigned territories.

• Execute sales and sales growth in assigned markets to supply the home building facility with budgeted production run rate.

• Develop an empirical understanding of our target audiences – their attitudes, behaviors, needs, and opportunities for engagement.

• Manage and maintain knowledge of products and merchandising, inventory management, and promotions, making positive adjustments when needed.

• Elevate housing and perceptions of the industry and brand through customer focus.

• Oversee successful and efficient implementation of training in technology, social media, service and parts processes, consumer insights, and other forms of marketing as needed.

• Continuously prospect new avenues to build market share while keeping a keen focus on providing exceptional customer service to create brand loyalty and build referrals.

• Maintain the vision of continuous coaching and sharing ideas to retail partners and home building facilities to ensure optimal growth for all locations.

• Organize sales responsibilities to maximize clarity, efficiency, and productivity to meet established goals.

• Identify opportunities for improving business processes to increase brand loyalty and drive customer referrals.

• Proactively face challenges while being committed to providing customers with excellent services and products.

• Create engagement and awareness to positively influence NPS and customer referrals.

• Train retail partners on social and digital media best practices to ensure brand exposure in ways most applicable to the customer.

• Conduct visits to retail partners for hands-on training and product updates.

• Stay up to date on trends within the industry through frequent competitive analysis.

• Support Production Team by taking ownership of order accuracy to minimize or eliminate change orders, special requests, and schedule changes.

• Other duties as assigned.

Qualifications:

• Associate’s (2 year) degree with a preference for business, sales, economics, marketing, math or similar majors that require data-based decision making preferred. Bachelor’s (4 year) degree a plus.

• 3+ years of work experience preferred in the areas of Sales, Marketing Research, Market Intelligence, or Consulting.

• Must have great communication skills, written and verbal.

• Must continuously use the highest level of personal integrity and business ethics. Faithfully execute all applicable regulations of local, state and federal authorities.

• Great attention to detail, organizational, and analytical skills.

• Ability to work independently or in a team environment.

• Motivated and self-starter.

• Willing to learn, hard-working, determined, and assertive.

• Microsoft Office skills (Excel, Word, PowerPoint).

Physical Requirements:

• Must be able to lift and carry up to 50 lbs.

• Work may require stooping, bending, crouching, crawling, pushing, and / or pulling

• Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others.

• Work environment is not temperature controlled and may result in exposure to extreme temperatures.

• Work primarily involves sitting / standing, up to 4 hours at a time.

Why Clayton?

Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time team members after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.

As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.

At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.

Clayton is committed to creating an inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Business Unit - B00018