Job Description

​Main Accountabilities & Responsibilities:

• Lead, coach, and empower the customer success team to be successful in their roles
• Supports the Key Account Management (KAM) process as outlined by Masonite
• Bridges the gap between sales and customer support functions (customer care, credit, operations, logistics) within Masonite
• Ensures customer issues are taken care of in an effective and efficient manner
• Monitor and drive customer engagement on a regular basis
• Develop and maintain a solid and trusting relationship with key accounts
• Lead and coordinate the execution of top operational priorities for the account
• Lead the implementation and solution development efforts that best address customer needs, while coordinating the involvement of all cross-functional departments
• Be the customer champion within Masonite

Education:

• Bachelor’s degree required

Experience:

• 10+ years of experience in operations or sales
• Knowledge and/or experience in using lean six sigma tools
• Customer-centric mindset and approach
• A proactive approach to problem-solving
• Experience working in a matrix environment
• Strong presentation skills, written and verbal communication, and interpersonal skills, ability to build interpersonal relationships.
• Commercial awareness of our company processes and common business practices.
• Extremely organized and able to manage multiple accounts simultaneously.
• Highly driven, with a passion for excellence in customer service and customer management with a confident assertive style.
• Effective time management skills including the ability to influence others toward a desired outcome.
• An analytical mindset to uncover mechanisms of customer/vendor relationship