Customer Success Leader

Customer Success Leader Location: Boca Raton, FL, US Requisition ID: 1777 Salary Range: $47,000.00 To $55,000.00 Annually Position: Customer Success Manager Overview 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 customers with an exceptional service experience by handling their incoming service requests efficiently, scheduling and dispatching 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. Responsibilities Manage accounts for 626 to ensure a positive and stable customer relationship. Effectively manage service events by communicating with both the Customer and the Field Service Engineer to ensure clarity throughout the service process. Adhere to 626’s customer communication standards to provide quality updates every 2-hours. Understand customer contractual coverages to ensure service level agreements are upheld throughout dispatch and service processes. Follow 626’s regular quoting practices to ensure transparency around cost of time and materials service throughout each relevant service event and obtain formal POs when necessary. Participate in work order reviews weekly 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. Work with Field Service Engineers to obtain status on service events to relay to the customer. Work with Parts Procurement to obtain status on open parts orders required for future service scheduling. Identify when escalation to a Team Lead, Regional Director or 626 Escalations team is necessary to meet customer needs and resolve imminent or potential future issues. Participate in after-hours and weekend rotations to ensure 626’s customers are supported 7-days per week. Qualifications Problem-solving skills to resolve issues with efficiency and professionalism Customer service skills and positivity to enthusiastically promote the 626 brand 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 Work Schedule Full-time, In-office (if local to the 626 headquarters in Boca Raton) Physical Demands The physical requirements that are essential to perform this job are to talk and to hear. It will also be required by the employee to frequently stand, walk, lift up to 25 lbs., to use hands to handle or feel; and reach with hands and arms. Benefits Medical Vision Health Savings Account 401(k) with Employer Matching Life Insurance Paid Time Off 626 Opco, LLC provides employment opportunities to all individuals regardless of race, color, age, religion, sex (including pregnancy and gender identity), national origin, sexual orientation, marital status, disability, or genetic information. Please note that this job description is not a complete and comprehensive list of duties and responsibilities that are required of the employee. A responsibility or duties can or will change at any time with or without notice. #J-18808-Ljbffr 626