Customer Success Manager

Job Description

Job Description

Join Our Team

At 626, we're more than a medical imaging service company – we're a team of problem-solvers dedicated to helping healthcare providers deliver exceptional patient care. Every day, our employees play a role in keeping critical medical imaging equipment operating so patients receive the care they need, when they need it. 

Whether you're supporting customers in the field, behind the scenes, or from our corporate office, your work has a direct impact on hospitals, imaging centers, physicians, and ultimately, patients across the country.

Who We Are:
626 is a nationwide provider of diagnostic imaging equipment service, maintenance, asset management, and lifecycle solutions.

Our team partners with healthcare organizations across the country to deliver responsive service, technical expertise, and innovative solutions that maximize equipment uptime and improve operational efficiency.

Job Listing:

???? Position: Customer Success Manager 

???? Location: Remote from Georgia, North/South Carolina, Florida, New York, California...

???? Salary Range: $50,000-$55,000

⌚ Job Type: 

Employees will work a 40 hour workweek with the following shift options:

• Overnight: Saturday- Wednesday 4:00 PM–1:00 AM
• All shifts are available across all time zones.

Summary/Objectives : 

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 626’s Customers with an exceptional service experience by handling their incoming service requests efficiently, coordinating availability of 626 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..

Essential Responsibilities :

• Manage accounts for 626 to ensure a positive and stable customer relationship. 
• Effectively manage service events by communicating with both the Customer and 626 service team to ensure clarity throughout the service process.
• Provide accurate and detailed customer updates as applicable for all service events and customer requests.
• Execute on customer contractual coverages to ensure service level agreements are upheld throughout dispatch and service processes.
• Follow 626’s regular quoting practices to ensure there is transparency around cost of time and materials service throughout each relevant service event and obtain formal POs when necessary.
• Conduct weekly work order reviews 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.
• Partner with Regional Scheduling Leads to provide customers details related to service events.
• Coordinate with Parts Procurement to obtain status on open parts orders required for future service scheduling.
• Identify when escalation to Regional Director or 626 Escalations team is necessary to meet customer needs and resolve imminent or potential future issues.
• Other work as assigned by manager

Qualifications & Background

• Problem-solving skills to resolve issues with efficiency and professionalism
• Customer service skills and positivity to enthusiastically promote the 626 brand
• Account management skills to own customer relationship with minimal oversight
• Ability to relay information in a 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 as assigned by shift 

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.

Travel : 

No regular travel is needed for this position.

Education and Experience:

• High School Diploma or GED required
• Some College or Degree Preferred

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.

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.

Employee Benefits:

????Health & Wellness

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)

????Financial Benefits

• 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

???? Time Away

• Paid Time Off (PTO)
• Paid Holidays
• Bereavement Leave
• Jury Duty Leave
• Paid Parental Leave