Client Success Manager

SNOW PARTNERS LLC•Vernon Center, NJ

2d•$22 - $24•Onsite

About The Position

Sno-Go is the #1 alternative to skiing and snowboarding, a ski-bike mashup that turns every snowy slope into a brand-new adventure. As our Customer Success Manager, you'll be the go-to person for customers, dealers, and resorts, making sure every question gets a fast, friendly answer and every rider stays stoked.

Requirements

1+ year of Sno-Go or ski bike experience
1+ years technical experience maintaining and repairing Sno-Gos
1+ Years working with customers/guests
Experience with inventory management systems
Proven independent problem-solving skills
Ability to troubleshoot mechanical issues and resolve in a timely manner
Familiarity with Shopify or other e-commerce platforms
Empathetic listener who can manage difficult conversation professionally and constructively
Skilled at delivering product training and being a subject matter expert on the product
Roll-up sleeves attitude with a hands-on approach to the work
Comfortable in a constantly changing dynamic environment
Ability to work independently with little direction

Nice To Haves

Resort Account Management a plus

Responsibilities

Serve as the main point of contact for customers, dealers, and resorts.
Respond to all inquiries in a timely, professional, and empathetic way.
Collaborate with sales teams to ensure seamless customer experience across all touchpoints.
Coordinate the ordering, shipping, and tracking of replacement parts for warranty and service claims.
Monitor warranty parts inventory, ensuring stock accuracy and timeline replenishment.
Work with suppliers and logistics teams to manage defective returns, replacements and credits.
Organize and create an efficient parts inventory management system.
Oversee and manage all warranty claims from submission through resolution.
Review, validate, and approve claims according to company policies and manufacturer guidelines.
Identify patterns or recurring product issues and communicate findings to the product & quality team.
Track key warranty metrics such as claim volume, resolution time, cost, and customer satisfaction.
Recommend improvements to warranty and parts workflows to increase efficiency and reduce costs.
Prepare regular reports and updates for leadership regarding trends and performance.