Customer Success Manager

Position Title: Customer Success Manager

Location: Costa Mesa, CA 92626, USA

Job Category: Sales

Requisition Number: CUSTO
001185

Position Type: Full-Time

Job Location Type: Hybrid

PIVOT INTERIORS

Our organization includes a strategic team of big thinkers and creatives who truly work interdependently. Whether designing projects for our innovative clients, developing multi‑pronged marketing strategies, or delivering a preeminent customer experience, we are constantly finding ways to underscore our promise to partner with our clients to make inspiring spaces that unlock their people's greatest potential. The pace is fast, and the learning is constant…but as part of a driven team, the possibilities are endless.

Pivot creates workplace environments to enable people to do their best work and as Customer Success Manager, you will be responsible for the successful outcome of these projects. You will act as the primary point of contact for the customer, guiding final selections and maintaining project schedules, and ensuring the best outcome. You will liaise with your internal project team members to ensure that all deliverables and deadlines are met.

You will act as an advocate for the customer, communicating feedback and status updates to the internal team and leadership.

• Foster and manage strong relationships with clients.
• Execute successful handoff from Business Developer and work with the project team to define the scope for assigned projects, plan required resources, and schedule, and manage project execution and project close‑out including punch items.
• Confirm project pricing including discounting and margins, leveraging all budget quoting tools and platforms.
• Perform special analysis and/or planning (site verification, phasing of product for order entry, request installation quotes, etc.).
• Responsible for accurate specifications; fabrics, finishes, and discounting (within margin guidelines), on all final proposals submitted to clients.
• Communicate to the project team (internal and external partners) the final schedule (including lead times), scope of services, and project description to ensure clarity and understanding for excellent project execution.
• Communicate and sell design, installation, project management, and other services as appropriate.
• Execute project management, following standard project management processes and guidelines.
• Work with Sales Operations Director to determine when additional Project Management department assistance is needed and scope of additional support.
• Represent Pivot Interiors at client project/construction meetings with the contractor, client, and building management parties.
• Facilitate changes to the scope of work and obtain approved change orders as needed.
• Assess risk with site evaluation, project design, and scope of work, and make appropriate recommendations to mitigate risks.
• Ensure that installation work is executed in compliance with the contracted scope of services.
• Confer with project personnel to provide technical advice and resolve problems.
• Obtain acceptance from client representative upon completion of project.
• Ensure swift resolution of punch‑list and outstanding items.
• Work with accounting department to provide prompt and courteous follow‑up and investigation of delinquent accounts as necessary.
• Transition newly acquired clients to Account Manager/Day 2 Services as appropriate.
• Maintain a current working knowledge of industry trends, market conditions and related products, applications, and design concepts.
• Consistently devote time to personal and professional development.
• Perform other duties as assigned.

• A bachelor's degree (B.
  
  A.) from a four‑year college or university, architectural or interior design school. Three to five years of related experience and/or training (such as project administration or project management or interior design)
• Effective communicator/influence with attention to detail and the ability to manage multiple projects.
• Strategic thinker with quality and depth of decision‑making.
• Performance‑driven professional with strong technical skills.
• Proficiency with…