Customer Success Manager

626 is a nationwide provider of diagnostic imaging equipment service and maintenance. The Customer Success Manager manages customer relationships and coordinates service requests with Field Service Engineers to support timely service delivery, uphold service-level agreements, and provide a strong customer experience.

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

Requirements:

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