Customer Success Manager

Heritage Tile, LLC; Verona (WI); On-site; USD 65,000 - 95,000; Full time

Job summary

Heritage Tile, LLC in Verona, Wisconsin, seeks a Client Success Manager to join the Operations team. The role focuses on assisting clients across construction, remodeling, hospitality design, and historic preservation, ensuring successful outcomes in tile design, installation, care, and coordination with surfaces.

The position emphasizes people skills, organizational abilities, and collaboration with internal and external teams to drive project completion and customer satisfaction.

Qualifications

• Strong interpersonal communication and presentation skills.
• Excellent writing and editing abilities.
• Excellent organizational and project planning skills.
• Understanding of supply chain basics.
• Ability to operate collaboratively.

Responsibilities

• Manage complex project opportunities from the initial design consultation and project quotation through closing the sale.
• Collaborate with homeowners, contractors, architects, and interior designers on project design details.
• Coordinate with internal stakeholders to facilitate project fulfillment.
• Process sales orders and purchase orders, expedite production work orders and other administrative activities.
• Prioritize workflow based on customer need and resource availability.
• Address client questions and requests via phone, email and online chat.
• Collaborate internally on ongoing process optimization.
• Handle and resolve customer escalations and order exceptions.
• Participate in new team-member onboarding.
• Become an expert in Heritage Tile’s increasing portfolio of products.
• Measure and monitor Customer Success performance.

Skills

Interpersonal skills

Presentation skills

Writing and editing

Organizational skills

Project planning

Collaboration

Problem-solving

Supply chain basics

Education

Degree in interior architecture or interior design

Job description

Heritage Tile seeks a Client Success Manager to join our Operations team in Verona, WI.

Join a team of dedicated and enthusiastic professionals making a difference by creating beautiful spaces and restoring historical places all around the world. We are redefining how tile is designed, produced, promoted, and distributed. This is a chance to thrive at a company that will appreciate your creativity, collaboration, values, and commitment to our shared vision. We value what makes you unique and the skills and experience you bring with you.

As Client Success Manager, your role will be to assist clients in a wide range of new construction and remodeling projects, hospitality design, historic preservation, and sustainable building. You will be helping clients achieve their desired outcomes on all aspects of tile design, installation, care & maintenance, historical references, aesthetic details, color and finish, and coordination with other surfaces in a variety of tile applications. This is a vital role in which you will demonstrate your “people” skills as you interact with our clients, organizational skills in managing complex project requirements, and collaboration skills in working with internal and external team members to coordinate all aspects of the project through a successful completion.

Duties

• Manage complex project opportunities from the initial design consultation & project quotation preparation through closing the sale.
• Collaborate with homeowners, contractors, architects, and interior designers on project design details.
• Work with internal stakeholders such as interior architects, project managers and production team members to facilitate project fulfillment
• Process sales orders and purchase orders, expedite production work orders and other administrative activities.
• Manage and prioritize workflow based on customer need and resource availability.
• Address client questions and requests via phone, email and online chat.
• Collaborate internally on ongoing process optimization.
• Handle and resolve customer escalations and order exceptions.
• Participate in new team-member onboarding.
• Become an expert in Heritage Tile’s increasing portfolio of products.
• Measure and monitor Customer Success performance.

We Value:

• A degree in interior architecture or interior design and an appreciation of aesthetics
• Resourcefulness and problem-solving abilities
• An understanding of supply chain basics
• An ability to operate collaboratively
• Strong interpersonal communication and presentation skills
• Excellent writing and editing skills
• Excellent organizational and project planning skills

Heritage Tile offers excellent compensation based on qualifications, experience and potential for advancement. We are building a dynamic & creative culture that values individual contribution and resourcefulness, offering exceptional opportunities for personal and career growth.

About Heritage Tile

Heritage Tile, LLC is an international producer, marketer and distributor of specialty ceramic tile and stone products, specializing in historically-authentic prewar American subway tile and mosaics as well as cultural traditions in tilework directly sourced from around the world. To learn more about Heritage Tile go to www.heritagetile.com.