PM/AM/Customer Success Manager

About the position

This role is focused on ensuring an exceptional 'customer experience' by establishing and maintaining a professional and positive relationship with the customer. This includes frequent and open communications, scheduled meetings, and demonstrating a high sense of urgency regarding their needs. The Account Manager monitors periods of performance, prioritizes services to maximize fulfillment on each order, reconciles orders after expiration, clears roadblocks with service partners, and provides oversight over the travel and expense reports process for overseas services.

Responsibilities

• Review assigned service orders for accuracy and completeness.
• Develop high-level execution strategies for their respective accounts, including prioritization, coordination (at times), and communication.
• Assign awards to applicable regional staff for execution.
• Organize, train, and develop Coordinators to achieve a high degree of service delivery performance.
• Provide oversight of day-to-day service activities, addressing problems and concerns.
• Evaluate and report on subordinate skills and professional performance, making recommendations for employee career growth, training, and development.
• Ensure prompt and proactive communications with customers to instill a sense of urgency.
• Lead customer meetings and develop/deliver required scheduling reports and completion status updates.
• Communicate the status of requests for quotes, proposals, orders received, and any changes to the installation base.
• Monitor, measure, and report service activity levels and performance.
• Report service metrics and key business indicators to service leadership on a weekly basis.
• Manage escalations and prioritize systems in alarm or off-line status.
• Address urgent matters as needed.
• Host regular meetings with Coordinators to discuss challenges, open service cases, and overall division status, ensuring accurate and complete system information.
• Reconcile orders after expiration, ensuring proper closure and reporting.
• Oversee travel and expense reports for overseas services.
• Advise the service sales team in developing quotations, including time estimates and logistical considerations as warranted.
• Inform the Director regarding staffing and other needs to best support the customer base.

Requirements

• 2 years of experience in a related field.
• Strong communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in customer relationship management.

Benefits

• Hourly compensation of $33.00 - $37.00.
• Contract-to-hire position with potential conversion to a salary of $75,000.
• Benefits and PTO upon conversion.