Customer Success Manager
Description
Customer Success Manager – RIOT Creative Imaging (Chicago, IL)
Riot Creative Imaging, a division of ARC Document Solutions, produces and installs high‑end color graphics for some of the world’s best‑known brands. With 21 locations worldwide, we bring designs to life using a wide spectrum of materials to create high‑quality imagery that inspires emotion and drives action.
We take pride in meeting tight deadlines, and our team uses exceptional project‑management skills to deliver sophisticated, high‑impact environments. Riot is driven by a passion for transforming customer visions into reality.
We are looking for our next team member to help us continue to develop, invent, grow, and succeed. Visit us at www.riotcolor.com or view examples of our work on Flickr.
Position Overview
As the Customer Service Manager at Riot Creative Imaging, you will oversee the “front end” of the operation. You will lead and mentor the Customer Service Team to ensure exceptional customer experience, accurate order processing, and smooth project coordination. This role is central to maintaining operational efficiency and supporting our fast‑paced production environment.
Key Responsibilities
- Oversee order entry, job tracking, and invoicing with accuracy and timeliness.
- Coordinate with internal departments to support project execution and on time delivery.
- Serve as the primary point of contact for customer inquiries, issues, and escalations.
- Implement and enforce operational policies and procedures to streamline workflows.
- Analyze performance metrics and prepare reports to identify improvement opportunities.
- Collaborate with the sales team to support customer retention and identify upsell/cross‑sell opportunities.
- Manage multiple client accounts, from small projects to complex initiatives.
- Communicate order details clearly to production teams.
- Maintain open communication with clients, providing updates and progress reports.
- Identify and resolve issues using critical thinking and creative problem‑solving.
Qualifications
Preferred:
- Bachelor’s degree in Business Administration, Marketing, or related field.
Required:
- Strong organizational skills with the ability to prioritize and manage multiple projects.
- Excellent communication and interpersonal skills with a customer‑centric mindset.
- Proficiency in Microsoft Office and experience with CRM software.
- Ability to thrive in a dynamic environment with strong attention to detail and urgency.
- At least 1 year of experience managing client accounts or similar responsibilities.
- Strong written, verbal, and listening skills.
- Ability to delegate effectively and manage tasks across multiple active accounts.
- High attention to detail and commitment to order accuracy.
- Ability to collaborate across strategy, design, content, and production teams.
What We Offer
- Strong company support and resources.
- Excellent company reputation, consistently earning 5‑star customer reviews.
- Comprehensive benefits including medical, dental, vision, life insurance, and a 401(k) with company match.
- A supportive management team committed to your success.
- A culture that genuinely cares about its employees.
Accommodation
If you require reasonable accommodation during the application or hiring process due to a disability, please email [email protected] with “Accommodation Request” in the subject line.
Recruitment Agencies
ARC/Riot Creative Imaging does not accept unsolicited agency resumes. Please do not forward resumes to our Careers inbox or ARC employees. ARC is not responsible for any fees related to unsolicited resumes.