Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Oversee designated customer accounts to maintain positive and stable relationships.

• Manage service events by liaising with customers and the 626 service team.

• Deliver accurate and detailed updates to customers concerning service events and requests.

• Implement customer contractual agreements to adhere to service level commitments.

• Follow quoting procedures and procure formal purchase orders as needed.

• Conduct weekly reviews of work orders.

• Notify the billing team regarding service delays or issues related to work order closures.

• Collaborate with Regional Scheduling Leads on service event particulars.

• Coordinate with Parts Procurement on outstanding parts orders.

• Escalate concerns to the Regional Director or 626 Escalations team when necessary.

• Work alongside 626’s Field Service Engineers to ensure successful service events.

• Perform additional tasks as assigned by the manager.

⛳️ Requirements

• Strong problem-solving skills to efficiently and professionally resolve issues.

• Excellent customer service skills and a positive attitude to enthusiastically represent the 626 brand.

• Proven account management abilities to maintain customer relationships with minimal supervision.

• Capacity to convey information effectively in fast-paced environments.

• Ability to multitask amidst various, sometimes conflicting, events occurring simultaneously.

• Proficiency in computer usage for scheduling and dispatching tasks.

• Preferred: 2+ years of experience in a high-volume customer service role.

• Prior experience in the Field Service or Equipment Maintenance industry is advantageous.

• High School Diploma or GED is required.

• Some college education or a degree is preferred.

• Capability to talk and hear.

• Ability to frequently stand, walk, lift up to 25 lbs., use hands for handling or feeling, and reach with hands and arms.

🏝️ Benefits

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Health Savings Account (HSA)

• 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

• Paid Time Off (PTO)

• Paid Holidays

• Bereavement Leave

• Jury Duty Leave

• Paid Parental Leave