CUSTOMER SUCCESS MANAGER

DCG ONE is one of the largest privately held marketing service providers in the country. Based in Seattle, with locations in NYC and Maryland, we help companies deliver their brand worldwide through creative, print, and fulfillment services.

ABOUT THE ROLE

The Customer Success Manager is responsible for building and sustaining client relationships with assigned clients and/or programs by ensuring successful adoption, utilization, and ongoing satisfaction with DCG ONE’s products and services. Serving as the primary point of contact for clients and fulfillment services, this role partners closely with interdepartmental teams and balances relationship management with effective problem resolution in a fast-paced production and services environment.

If you enjoy building relationships, solving problems, and helping clients succeed, we encourage you to apply!

BENEFITS

Paid Time Off
Medical, Dental, Vision
Life/AD&D Insurance
401(k) with matching
Accident Insurance
FSA, HSA
9 Paid Holidays
Monthly Cookie Days!

RESPONSIBILITIES

Serve as the primary point of contact for assigned clients and manage programs involving fulfillment services following onboarding and implementation.
Build and maintain trusted relationships with client stakeholders.
Proactively identify risks to client satisfaction and retention, service improvement, and process optimization. Partners with interdepartmental teams and/or leadership to develop and execute mitigation plans.
Maintain accurate client records, communications, and activity tracking in CRM and internal systems.
Prepare reports, summaries, and insights, including but not limited to client performance, satisfaction, and product inventories.
Act as the internal advocate and liaison for the customer, coordinating across production, prepress, data, fulfillment, receiving, technology, and creative teams to manage client requests related to database(s), reporting, order fulfillment, and inventory management.
Ensure that the DCG ONE’s systems are accurately and efficiently utilized and appropriate to each client, and enter and update the item master.
Conduct regular monitoring of order and inventory metrics to ensure that DCG ONE is meeting or exceeding client expectations and contracted service level agreements, and identify changing trends and requirements in the client’s business activity.
Monitor client usage, service trends, and operational indicators to ensure alignment with expectations and contractual or service-level agreements.
Regularly monitors clients’ online ordering portals to ensure accurate product descriptions, pricing, images, and functionality are current.
Work with Application Support teams to coordinate, implement, and troubleshoot all aspects of the client’s DCG ONE-hosted technology solutions.
Work with carriers and other vendors as needed to resolve order, shipping, or customs issues, and coordinate call tags and support other client initiatives.
Partner with Sales and Account Management to support expansions and/or upsell opportunities, as appropriate.
Capture all program costs and translate this information to accounting, including fulfillment and assembly activity, program management time, and carrier freight charges for monthly billing.
Participate in internal planning meetings, contribute to interdepartmental teams, and assist with cross-coverage support within the Customer Success team.
Document and share best practices, learning and development, and updates to strengthen overall team knowledge and delivery consistency.
Perform general office duties, including answering the phone and participating in general facility maintenance, as needed.
Comply with DCG ONE’s environmental policies and tasks.

QUALIFICATIONS

A minimum of two (2) years' experience in customer success, account management, client services, program coordination, fulfillment support, or related role.
Demonstrated ability to manage multiple client relationships, tasks, and/or programs simultaneously in a deadline-driven environment.
Strong communication, problem-solving, and stakeholder management skills.
Experience working cross-functionally with operational, technical, and/or production teams.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
Experience with reporting tools or ticketing systems is preferred.
May be required to obtain and maintain a Public Trust Security clearance.

ESSENTIAL ABILITIES

Customer/Client Focus
Excellent Customer Service Skills
Strong Written and Oral Communication Skills
Problem Solving/Analysis
Solution-Oriented Mindset
Proactive Follow-Through and Accountability
Attention to Detail and Process Discipline
Organizational Skills
Collaboration and Teamwork Orientation
Flexibility

PHYSICAL REQUIREMENTS

Prolonged sitting and extensive data entry and typing
Minimal lifting of office equipment and supplies
May be required to frequently lift up to 30 lbs
Hand dexterity and strength
Flexibility in work hours may be required

WORK ENVIRONMENT

This position is predominantly held in a clerical environment, but may also need to work on the production floor in an industrial warehouse setting.

This job operates in a clerical, office setting. This role routinely uses standard office equipment, including computers, phones, photocopiers, and filing cabinets.
While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, moving mechanical parts, and vibration. The noise level in the work environment can be loud.

DCG ONE does not tolerate discrimination of any type and offers equal employment opportunity to all qualified persons without regard to race, color, religion, sex, natural origin, age, disability or medical condition, sexual orientation, marital status, veteran status, or any other considerations made unlawful by Federal, State, or local laws. We believe in providing eligible and qualified employees with opportunities to advance. DCG ONE is an at-will employer