Manager, Customer Success

WillScot
life insurance, paid time off, tuition reimbursement, 401(k)
United States, Florida, Orlando
801 Jetstream Drive (Show on map)
Mar 11, 2025
At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico. Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent.We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us! ABOUT THE JOB: This role is responsible for analyzing Key Performance Indicators (KPIs) and leading all initiatives that will improve the customer experience in providing stellar customer service, taking calls, taking payments and assisting with contract issues and questions. WHAT YOU'LL BE DOING: Safety/Environment: Contribute to a working environment by providing exceptional and world class customer service; conduct business in compliance with WS Safety, Transportation and Environmental policies. Customer Support: Hire, develop, motivate and retain staff. Establish goals, coach and review KPIs regularly. Ensure team operates efficiently by actively managing the inbound and outbound customer contact. This includes driving compliance around obtaining/processing signed lease agreements, contracts, purchase orders, certificates of insurance and tax exempt certificates. Ensuring customer information is kept updated especially as it pertains to ability to pay via ACH. Use Net Promotor System (NPS) feedback to coach and develop potential issues as well as trends. Coach staff to perform to higher levels of customer service based on trends. Ensure staff adheres to delivery process of communicating delivery dates/options and confirms both pre and post delivery for issues as well as follows process for pick up including bill damages and off rent process. Provide guidance on fees or disputes with invoices. EDUCATION AND QUALIFICATIONS: Required Education and Experience: High school diploma required; college degree preferred Minimum 5 years of progressive leadership experience required Minimum 5 years of progressive customer service experience required Proficiency in MS Office Suite required; Salesforce or other DRM, JD Edwards or reporting tools preferred Required Skills and Abilities: Able to build and maintain strong collaborative relationships across all levels and departments Ability to pull and analyze data to deliver insights on performance Ability to multi task with high degree of efficiency and accuracy; attention to detail a must Physical Requirements: Stand, sit, kneel, walk and carry up to 20 pounds when necessary. Work Environment: The ability to perform work in a professional oce environment and be able to use standard oce equipment such as computers, phones, photocopiers, and fax machines, is required. This is an in office role with ability to travel up to 10%. Supervison: Supervisor of a team of up to 25 staff members Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed. All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be foundhere. WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!