[Hiring] Customer Success Manager @626

Role Description

A Customer Success Manager at 626 manages assigned Customer relationships and works with 626’s Field Service Engineers to ensure a successful service event. They are responsible for providing 626’s Customers with an exceptional service experience by handling their incoming service requests efficiently, coordinating availability of 626 Field Service Engineers in adherence to service level agreements and providing excellent customer service. An exemplary Customer Success Manager provides quality customer updates throughout the dispatch and service processes to maximize customer satisfaction.

Essential Responsibilities

• Manage accounts for 626 to ensure a positive and stable customer relationship.
• Effectively manage service events by communicating with both the Customer and 626 service team to ensure clarity throughout the service process.
• Provide accurate and detailed customer updates as applicable for all service events and customer requests.
• Execute on customer contractual coverages to ensure service level agreements are upheld throughout dispatch and service processes.
• Follow 626’s regular quoting practices to ensure there is transparency around cost of time and materials service throughout each relevant service event and obtain formal POs when necessary.
• Conduct weekly work order reviews and communicate with the billing team on any delays in performance of service or closure of work orders to support efficient billing and accurate regional financials.
• Partner with Regional Scheduling Leads to provide customers details related to service events.
• Coordinate with Parts Procurement to obtain status on open parts orders required for future service scheduling.
• Identify when escalation to Regional Director or 626 Escalations team is necessary to meet customer needs and resolve imminent or potential future issues.
• Other work as assigned by manager.

Qualifications

• Problem-solving skills to resolve issues with efficiency and professionalism.
• Customer service skills and positivity to enthusiastically promote the 626 brand.
• Account management skills to own customer relationship with minimal oversight.
• Ability to relay information in fast-paced environments.
• Ability to multitask with different, and sometimes conflicting, events happening at the same time.
• Knowledge of computers for scheduling and other dispatching duties.
• 2+ years of experience in a high-volume customer service role preferred.
• Prior experience working in a Field Service / Equipment Maintenance industry is a plus.

Requirements

• High School Diploma or GED required.
• Some College or Degree Preferred.

Benefits

• Health & Wellness:
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Health Savings Account (HSA)
• Financial Benefits:
  • 401(k) with Company Match
  • Company-Paid Life Insurance
  • Company-Paid AD&D Insurance
  • Supplemental Life Insurance
  • Company-Paid Short-Term Disability
  • Long-Term Disability
• Time Away:
  • Paid Time Off (PTO)
  • Paid Holidays
  • Bereavement Leave
  • Jury Duty Leave
  • Paid Parental Leave