Who We Are: Overture Promotions is an award-winning promotional product agency; we design and produce swag for events, new hire kits, brand activations, company stores and much more. Unlike most, we have a unique ability to offer end-to-end services under one roof. In-house services include graphic design, web development, onsite screen printing and embroidery, 200,000 SF of warehouse space, pick-pack, and kit assembly. We're a minority-owned business that's woman-led. We work with companies of all sizes, including many of the world's most recognizable brands. Summary: The Customer Success Manager (CSM) will collaborate with Overture's account management teams to support our customers. The CSM will lead new customer onboarding, establish programs aligned with Overture's best practices, and identify opportunities for improvement in existing client relationships. Their primary goal is to ensure customers have an excellent experience from the start. This hybrid role combines remote work with in-office collaboration at our Waukegan, IL H.Q
Duties and Responsibilities: - Manage new client programs, coordinating with internal teams and the client
- Collaborate with Art and Web Dev teams to establish and meet webstore milestones
- Coordinate with Operations on inventory needs, ensuring best practices and preparation for receipt and binning
- Participate in weekly status update calls, keeping teams and clients on track with deadlines
- Quickly identify and resolve problems, escalating to senior leadership when needed
- Enhance existing webstores and programs in collaboration with account teams and Operations
- Support client initiatives in partnership with Sales and Program Success
- Track customer milestones and manage the reward program
- Assist account teams in preparing for business reviews, noting feedback and action items
- Identify upselling opportunities and contribute to best practices
- Provide input for ongoing sales training
- Review customer complaints with the Program Success Manager, recommending improvements
- Advocate for customer experience, suggesting enhancements
Qualifications:
- Project management and/or customer success management experience, required
- Experience in promotional products, preferred
- Strong verbal and written communication skills with customers and account teams
- Ability to understand customer needs, guide them through onboarding, and explain complex technical concepts in simple terms
- Proficient in addressing customer concerns, de-escalating tense situations, and handling frustration
- Active listening skills to ensure customers and team members are heard and understood
- Problem-solving skills, including troubleshooting, root cause analysis, and solution development
- Decisive, able to weigh options and make informed choices, while knowing when to seek input
- Detail-oriented with the ability to identify and act on issues early
- Proficient in using Overture's software (Outlook, Excel, NetSuite, NetSuite Analytics Warehouse, HubSpot, Wrike) for customer monitoring, data analysis, and reporting
- Critical thinker with the ability to analyze customer data, identify patterns, and spot issues
Benefits: - Complete insurance coverage - Medical, dental, vision, life insurance, flex spending accounts and disability plans with Company contributions
- Pet insurance and bring your dog to work days
- Corporate partnerships with Life Time Fitness, Bears Fit, Skechers and Tickets at Work
- Paid time off (vacation, sick, mental health, and personal days as well as yearly floating holiday)
- 401(k) eligibility day one of employment, with a Company match after the first year of employment
- Paid maternity and paternity leave based on years of service
- Relaxed dress code
- Overture family fun - Summer BBQs, volunteer engagement groups (Culture Crew, Green Team, Safety Team, Diversity and Inclusion Advisory Council), employee vegetable garden, contests, potlucks and cookoffs
- Employee referral bonus