Customer Success Manager

Sri Healthcare; Rockmart (GA); Vor Ort; USD 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Competitive pay

Paid Holidays

Paid Time Off (PTO)

401(k) with Employer Match

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Medical, Dental, Vision

Life Insurance

Long-Term Disability (LTD)

Zusammenfassung

NOVO Health Services is seeking a Customer Success Manager for the Georgia market to oversee service quality and customer relations across Simple Rockmart accounts. You will coordinate with operations facilities to ensure timely, accurate delivery and compliance with safety regulations.

The role demands strong leadership, communication, and problem-solving skills, with a focus on continuous improvement and measurable results. Travel up to ~30% with overnight stays may be required.

Qualifikationen

• Bachelor’s degree or equivalent managerial experience is preferred.
• Management experience with strong leadership skills is required.
• Experience implementing manufacturing or process tools like Six Sigma/LEAN/TPS to improve efficiency and service.
• Demonstrated focus on quality and customer service.
• Ability to adapt to change and manage multiple priorities while growing the customer base.
• Detail-oriented with strong organizational skills.
• Excellent written and verbal communication; strong interpersonal skills.
• Solid financial awareness and ability to work with budgets/funding.
• Strong computer skills including Office, routing software, and CRM systems.
• Understanding of production processes and controls.
• Self-starter who can work independently and set priorities.
• Ability to travel roughly 30% including overnight.
• DOT understanding is a plus.

Aufgaben

• Provide effective management to improve, control, measure, and increase service quality for customers.
• Ensure all team members safely execute tasks daily and deliver total customer service.
• Collaborate with Operations leadership to ensure timely, accurate, quality products meet customer expectations.
• Ensure compliance with Federal/State regulations and safety policies.
• Maintain fleet safety and cleanliness of vehicles; oversee maintenance logs.
• Develop programs with Sales to achieve financial goals for the division.
• Drive KPI improvements across safety, finance, production, and quality metrics.
• Foster a positive, transparent work environment across departments.
• Hire, train, and coach Route Service Representatives; manage routing and scheduling.

Kenntnisse

Leadership

Communication

Project management

Adaptability

Time management

Interdepartmental coordination

Ausbildung

Bachelor’s Degree or equivalent managerial experience

Tools

Six Sigma

LEAN

Toyota Production System (TPS)

Design of Experiments

Jobbeschreibung

Get to know us

NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes.

NOVO Health Services is the only “one stop shop” service provider in U.S. currently serving all healthcare-related end markets with both Healthcare Laundry Services as well as Sterilized Reusable Surgical Solutions.

Customer Success Manager – Simple Rockmart (Georgia Market)

We are currently looking for a Customer Success Manager for our Simple Rockmart division to service all customers in the Georgia market. We are looking for someone who is confident in decision making, can act quickly, and has excellent communication skills. If you are ready to make a commitment to measurable performance and continuous improvements, then we want to hear from you!

• Provide effective management to improve, control, measure, and increase the quality of service delivered to simple customers.
• Ensure all team members safely execute the required tasks daily and provide total customer service to each account assigned.
• Work closely with Operations leadership at various processing facilities to ensure timely, accurate and quality products are produced which meet or exceed customer expectations.
• Follow all Federal, State and local regulations (including OSHA, DOT, FMCSA, etc.) and NOVO Safety policies.
• Ensure compliance with all simple RSR’s with Federal and State DOT requirements.
• Maintain simple’s fleet in a safe manner to include maintenance and cleanliness of all vehicles.
• Work with the VP of simple to implement and direct programs designed to achieve financial goals for simple and NOVO.
• Collaborate with the VP of simple to implement tools to support continuous improvement which results in better customer service, lower cost, and higher product quality.
• Drive improvement of KPIs (Key Performance Indicators) which reflect performance levels for the operation including safety, financial, production, human capital, quality, client satisfaction and retention and inventory control objectives.
• Create and foster a positive working environment across all departments which produces operational transparency in support of all functions of the business.
• Hire, train, develop and coach Route Service Representatives to ensure each RSR executes the simple pledge to deliver & organize the correct quantities of clean product and pick up soil product within the established time window.
• Responsible for establishing clear goals and objectives for all team members.
• Route Logistics – Ensure efficient routing of accounts and coverage of Vacations, Holidays and absences – may cover RSR shift from time to time.
• Daily coaching, training and monitoring of route performance and inventory management through RSR check in process.
• Manage the implementation of new customer business with the support of the simple Sales team.
• Execute business plans for renewing, expanding and developing route business.
• Ensure 100% completion of scheduled customer contacts and audits.
• Conduct proactive, goodwill visits to key accounts, on a regular cadence, as assigned by VP of simple.
• Responsible for monitoring inventory levels, order entry activities and integration of production and delivery schedules.
• Prepare and evaluate future build schedule data, working with the sales team to anticipate future workload requirements and proper staffing levels.
• Manage daily account functions: audits, scrub counts, route reconciliations, truck maintenance logs, linen reconciliation etc.
• Support implementation of “green” initiatives that enhance the objective of simple to be an environmentally friendly operation.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree or equivalent managerial experience preferred.
• Previous management experience with strong leadership skills.
• Preferred experience of successfully implementing sophisticated manufacturing or process‑related tools like Six Sigma, LEAN Statistical Process Control, Toyota Production System (TPS), Shanin or Taguchi Design of Experiments to maximize operational efficiency, reduce costs and improve customer service.
• Demonstrated quality focus and customer centric service background.
• Demonstrated ability to adapt to change, deal with multiple competing demands and a rapidly growing customer base.
• Detail-oriented with proven organizational skills.
• Strong interpersonal skills – ability to manage conflict and capable of communicating and coordinating with multiple departments.
• Excellent written and verbal communication skills.
• Excellent financial awareness.
• Strong computer skills required, excellent working knowledge of Microsoft Office Suite, routing software, and Customer Relations Software packages.
• Strong demonstrated depth of understanding related to production processes and control.
• Self‑starter: ability to work independently when required.
• Ability to set priorities, demonstrate flexibility, multi‑task and meet deadlines.
• Good time management skills.
• Ability to understand and interpret written requirements to assure adherence to documented procedures.
• Demonstrated understanding of the distribution process with a moderate level of DOT understanding preferred.
• Must pass customer credentialing.
• Must have reliable transportation and ability to travel roughly 30%, including overnight.

What we can offer you as a full‑time associate

• Competitive pay
• Paid Holidays
• Paid Time Off Program (PTO)
• 401(k) w/Employer Match
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Medical, Dental, and Vision Programs
• Basic Life/AD&DD Insurance
• Long-Term Disability (LTD)

Why work for Novo Health Services?

NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement.

Equal Opportunity Statement

All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin veteran, or disability status. We are proud to be an equal opportunity workplace and an affirmative action employer.

Drug-Free Workplace.

NOVO Health Services offers linen management solutions to the healthcare industry. NOVO keenly focuses on safety and infection control and provides its partner hospitals with a value‑driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state‑of‑the‑art processing equipment and processes. NOVO Health Services is the only “one stop shop” service provider in U.S. currently serving all healthcare‑related end markets with both Healthcare Laundry Services as well as Sterilized Reusable Surgical Solutions.