Strategic B2B Customer Success Lead

Annapolis Junction, Maryland, United States

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9060 Junction Dr, Annapolis Junction , Maryland 20701 , United States

Toyota Lift Northeast is now one of the largest Toyota material handling resources on the East coast and supplies the industry’s best products and forklifts for sale in upstate New York, South Jersey, Eastern Pennsylvania, Delaware, and Maryland.

We’re looking for a Customer Service Representative to join our team and serve as a trusted partner to our customers. In this role, you won’t just answer questions, you’ll own the customer experience, strengthen relationships, and help drive long-term success and retention.

As the voice of the customer, you’ll lead regular account reviews, proactively solve issues, identify opportunities for improvement, and collaborate across teams to elevate service and performance.

What You’ll Do

• Lead strategic partnership meetings with key customers, reviewing spend trends, performance insights, and opportunities with multiple stakeholders
• Serve as the primary point of contact for all aftermarket activity, coordinating across internal teams and external partners
• Educate customers on the full suite of Pengate/Arbor solutions and support offerings to maximize value and engagement
• Gather, analyze, and share customer feedback to continuously improve service and experience
• Monitor and analyze reports to help control and optimize internal and external costs
• Partner with internal departments to ensure seamless execution and complete customer satisfaction
• Support additional initiatives and responsibilities as needed to drive team success

What We’re Looking for

• Strong verbal and written communication skills, with the ability to engage all levels of an organization
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook) and CRM systems
• Solid understanding of the sales lifecycle, ideally with B2B experience
• Strong problem-solving, organizational, and time management skills
• Ability to build and maintain trusted, long-term customer relationships while identifying opportunities to expand value
• Analytical mindset with the ability to interpret data, reports, and market insights to support decision-making
• Confident presenter with strong customer-facing and relationship-building skills
• Ability to understand and communicate technical and financial product information clearly
• Comfortable operating lift trucks for product demonstrations when required Strong verbal and written communication skills, with the ability to engage all levels of an organization

What You’ll Need

• Bachelor’s degree in a business-related field, or equivalent relevant experience
• 3–5 years of experience in customer service, account management, or a customer-facing role
• Additional relevant experience that supports success in a customer-focused, technical environment

What We Offer

• Comprehensive health, dental, and vision insurance
• Paid time off (vacation, sick time, and holidays)
• 401(k) retirement plan with company match (if applicable)
• Career growth opportunities within a stable, growing organization
• Training and onboarding support for success in the role
• Team-oriented work environment with strong leadership support

Toyota lift Northeast is dedicated to being an Equal Opportunity Employer.

This employer participates in the E-Verify program.  for more information.