Customer Success Manager

Join Our Award-Winning Team

Come work for the largest equipment dealer in North America! Are you a hardworking individual that thrives in a fast-paced environment and looking to take your career to the next level? If so, then come join our award-winning team!

We provide our employees with the following tools and resources to be successful:

• Training
• Outstanding benefits package (Medical, Dental and Vision insurance, plus much more!)
• 401(k) with match
• Competitive wages
• Company laptop
• Paid time off
• 10 paid holidays

Our Material Handling Group is currently looking for a full-time Customer Success Manager for our Calumet City, IL branch. The expected annual salary for this position is $50,000 plus commissions.

The Customer Success Manager is responsible for increasing customer retention, strengthening customer relationships, driving service and parts revenue growth, identifying business opportunities, and improving the overall customer experience within the assigned territory. This position serves as the primary link between customers, branch operations, service, parts, and the Territorial Sales Representative.

Customer Success & Retention

Serve as the primary customer advocate. Maintain regular communication with customers. Build relationships with stakeholders and decision-makers. Conduct customer business reviews. Identify risks to customer satisfaction and retention. Support onboarding of new customers and promote long-term customer loyalty.

Customer Service & Account Management

Obtain customer purchase orders for service and parts work. Open new customer accounts. Maintain accurate customer records and contact information. Address customer concerns professionally. Communicate pricing updates and coordinate customer requests with branch personnel.

Service Business Development

Identify opportunities to grow service and parts business within existing and prospective accounts. Research businesses that may benefit from Alta offerings. Re-engage inactive customers. Identify opportunities for service agreements, PM programs, repairs, inspections, operator training, rentals, parts sales, fleet optimization and safety programs. Support branch growth through proactive customer engagement and territory development.

Quote Follow-Up & Revenue Generation

Follow up on outstanding quotations. Obtain customer feedback on repairs and maintenance recommendations. Convert quotations into purchase orders and scheduled work where possible. Assist in driving service agreement and PM program renewals.

Customer Intelligence & Market Development

Identify key customer relationships and decision-makers. Maintain customer intelligence. Track customer organizational changes and market opportunities. Provide customer insights and qualified opportunities to the Territorial Sales Representative.

Cross-Functional Coordination

Act as liaison between customers and branch operations. Coordinate with Service, Parts, and Branch Management. Escalate concerns appropriately and ensure resolution. Communicate customer needs, opportunities, and concerns to leadership.

Performance Monitoring & Analytics

Monitor service activity, PM compliance, and customer engagement. Maintain CRM records. Track retention and growth metrics. Provide actionable customer insights.

Qualifications

Strong communication, organizational, and relationship-building skills. Self-motivated and customer focused. Experience in customer success, operations, service, account management, business development, or industrial equipment industries preferred.

Success Measures

Customer retention, customer satisfaction, customer engagement, business reviews completed, new opportunities identified, inactive accounts reactivated, service and parts revenue growth, quote-to-purchase-order conversion, PM program growth, service agreement renewals, and quality of customer intelligence.

Position Purpose

Protect and expand existing customer relationships, increase customer retention, improve service and parts revenue, support branch growth initiatives, and ensure customers receive exceptional value and service.

About Alta:

Culture is Job #1. Alta Equipment Group prides itself in living by our Guiding Principles: Invest in the Best, Passion for Excellence, Customers for Life, Mutual Respect and One Team. More than an equipment company, Alta is an innovator of solutions, delivering diverse products and unrivaled support centered on building lasting customer relationships.

If you have a passion for excellence and are ready to make a difference within our organization, we're ready for you. Whether it's selling the world's-best big iron, rolling up your sleeves and servicing our industry-leading construction and material handling product brands or being a difference maker behind the scenes, we can use your skillset.

At Alta Equipment Group, we believe in mutual respect and are committed to diversity while inspiring our employees to reach their maximum potential. Voted a "Top Work Place USA", our employees across North America are committed to excellence. It's the Alta way.