Client Success Manager

Diamond Assets•Milton, WI

4d•Onsite

About The Position

Diamond Assets is seeking an experienced, results-driven Client Success Manager to lead its Field Operations and Service Delivery teams. This leadership role oversees customer service pickups, deployment projects, logistics coordination, and customer recovery operations. The manager works with company leadership and cross-functional teams to improve performance and processes, manage resources, and ensure projects are completed accurately, efficiently, and on time. The position directly supervises Project Managers, Logistics Coordinators, and Recovery Specialists, and reports to the Senior Vice President of Operations. It is a full-time, on-site position based in Milton, Wisconsin. The role requires reliable transportation and the ability to support operational needs and occasional field activities. Diamond Assets serves schools, businesses, and governments by developing sustainable technology plans and providing refurbished Apple products. Its mission includes equitable and affordable access to technology, with a focus on sustainability.

Requirements

Demonstrated experience leading, coaching, or managing a team in operations, logistics, project management, or customer service.
Experience overseeing multiple projects, coordinating resources, and managing competing priorities.
Proven ability to develop people, establish accountability, and drive results.
Experience working in a fast-paced, service-oriented business environment.
Experience working with ERP systems and CRM platforms.
Strong organizational skills and ability to manage complex scheduling and operational workflows.
Knowledge of geography, mapping, route planning, and logistics coordination.
Ability to analyze operational information, identify inefficiencies, and implement practical solutions.
Strong understanding of process development, documentation, and continuous improvement.
Strong decision-making and problem-solving abilities.
Excellent written, verbal, and interpersonal communication skills.
Exceptional time management, organization, and prioritization skills.
Ability to adapt to changing business needs and priorities.
Ability to build strong relationships across departments and follow challenges through to resolution.
Focus on operational efficiency, cost management, and customer experience.
Reliable transportation.
Ability to work on-site at the Milton, Wisconsin location and support operational needs and occasional field activities as required.

Nice To Haves

Experience with field operations, logistics, transportation, or asset recovery.
Salesforce experience.

Responsibilities

Lead, coach, and develop Project Managers, Logistics Coordinators, and Recovery Specialists.
Set clear expectations, monitor individual and team performance, and promote accountability.
Provide feedback, mentorship, and professional development opportunities.
Manage workloads, priorities, and resource allocation to achieve operational goals.
Foster a collaborative, solutions-oriented environment focused on teamwork, communication, and continuous improvement.
Partner with department leadership on staffing needs, performance opportunities, and operational challenges.
Oversee planning, scheduling, and execution of customer service pickups and deployment projects.
Coordinate pickups and service activities with internal Asset Recovery Specialists.
Use third-party vendors and service providers when appropriate to meet customer requirements and operational capacity.
Review project availability and work with the Client Success Management team to establish pickup schedules and service timelines.
Ensure project information and customer requirements are accurately documented in Salesforce.
Monitor field operations and project progress through Salesforce to support timely and successful completion.
Coordinate mail-in service processes, using third-party resources when appropriate.
Partner with project management colleagues to develop, implement, and improve operational processes and procedures.
Oversee pickup coordination and service operations to maximize efficiency, resource utilization, and cost effectiveness.
Maintain accurate and timely pickup, service, and operational information in ERP systems.
Coordinate with Shipping and Receiving to ensure smooth equipment intake and processing.
Oversee intake procedures, verify pickup quantities, and investigate discrepancies between expected and received inventory.
Identify opportunities to reduce costs, improve scheduling, optimize routes, and increase productivity.
Evaluate internal and third-party resources against service expectations and operational objectives.
Develop and implement procedures that improve consistency, accountability, and scalability across field operations.
Oversee preparation and delivery of customer device evaluation reports, ensuring accuracy and timely completion to support customer payments.
Work with internal Client Success Managers to ensure project information is complete and accurate before services are scheduled.
Provide weekly and monthly reporting on pickup coordination, service projects, operational performance, and outstanding activities as needed.
Maintain communication across Client Success, Project Management, Shipping and Receiving, and other internal departments.
Resolve operational issues promptly while maintaining focus on customer satisfaction and business objectives.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
401(k) with company matching
Paid time off
Tuition reimbursement
Leadership impact and opportunity to shape field operations and service delivery
Professional growth and development of leadership capabilities
Collaborative culture
Meaningful work contributing to sustainability and equitable access to technology