Customer Success Manager

Position Summary:

Acts as primary advocate for client satisfaction, retention, and growth through timely and effective communications. Proactively manages client relationships, aligns client goals with Organization’s solutions and ensures the delivery of value through ongoing support. This position needs to have knowledge of the electronics repair industry and cycle chain.

Essential Responsibilities:

Develops and executes client success plans tailored to each client’s goals and business outcomes.

Manages client relationship during onboarding and ensures smooth transition from sales to implementation.

Conducts regular client project health checks and provides key metric reporting against service level agreements.

Identifies opportunities for upselling, cross-selling and renewals based on client usage and satisfaction.

Proactively addresses client satisfaction and risks to retention.

Manages multiple client relationships and projects simultaneously.

Advocates for client needs internally to influence product and service improvements.

Coordinates with internal teams (Operations, Quality, Sales, Dev Ops, etc.) to meet client specific requirements.

Coordinate launch plans for new services/product and client requirements, including reporting and necessary documentation.

Prepares and maintains client facing documentations including timelines, agendas, and training plans.

Proactively identifies factors jeopardizing the projects and escalates issues to management as appropriate.

Accurately creates and maintains system records by entering Advanced Shipping Notices, Work Orders, and Sales Orders into the Warehouse Management Systems to ensure real time operational visibility and to support efficient order fulfillment.

Conducts internal and client facing presentations, webinars, and training sessions to support client engagement.

Skills and Specifications

Required:

Completion of an associate degree or equivalent

Two to five years of related experience or training; or equivalent combination of education and experience

Ability to read and interpret documents such as client requirements, work instructions and procedures.

Ability to work with and be proficient with Microsoft 365 software and various other office equipment.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to speak effectively and professionally before customers, vendors, supervisors, and employees of the organization.

Ability to write and complete routine reports and correspondence.

Ability to respond effectively to sensitive inquiries and complaints.

Ability to calculate figures and amounts such as discounts, commissions, interest, and percentages.

Ability to understand customer lifecycle management and translate actions to success metrics.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a warehouse environment that may or may not be climate-controlled. This role routinely uses standard office equipment.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, hear, walk, and stand for extended periods of time.

Reviews information on a computer for periods of time as well as perform repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard. Ability to work in non-climate-controlled environments. The employee may be required to occasionally lift and/or move up to 30 pounds.
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