Customer Setup Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee Customer Set Up activities for a designated account segment, which includes the implementation of customer data, maintenance, contract setup, and ongoing support.

• Supervise, mentor, and enhance the performance of a team of Customer Set Up Specialists.

• Act as the primary operational authority for assigned accounts.

• Deliver consistent updates, performance reports, issue resolution assistance, and action plans to stakeholders.

• Propel process improvement initiatives by recognizing inefficiencies, establishing standardized processes, and tracking measurable outcomes.

• Evaluate team performance against SLAs, quality benchmarks, productivity indicators, and departmental goals.

• Collaborate with Sales, Customer Experience, Revenue Management, Operations, and Contract Administration teams regarding onboarding, contract execution, maintenance, and renewals.

• Organize customer and contract setup activities while ensuring adherence to company policies, contractual obligations, and operational standards.

• Facilitate communication among internal stakeholders and customer-facing teams.

• Lead the resolution of intricate customer data and setup challenges involving customer master, material master, contract pricing, sales orders, invoicing, and billing.

• Assist with enterprise contract renewals, amendments, and the implementation of new customers.

• Cultivate strong working relationships with internal stakeholders to ensure effective operational execution and customer data management.

⛳️ Requirements

• Experience, education, training, certifications, qualifications, and work location may impact the specific salary offered.

• Must possess, or be willing to obtain, a REAL ID or TSA-approved alternative if air travel for business or access to federal property is necessary.

• Capability to lead customer data implementation, maintenance, contract setup, and operational support functions.

• Competence in managing, coaching, and developing a team of Customer Set Up Specialists.

• Ability to monitor SLAs, quality standards, productivity metrics, and departmental goals.

• Familiarity with customer master, material master, contract pricing, sales orders, invoicing, and billing-related processes.

• Proficiency in collaborating with Sales, Customer Experience, Revenue Management, Operations, and Contract Administration teams.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Short-term disability

• Stock purchase plan

• Company matching on a 401(k)

• Paid vacation

• Paid holidays

• Paid personal days

• REAL ID or TSA-approved alternative may be required for business air travel or federal property access