Client Success Specialist/Manager

Piedmont Service Group•Raleigh, NC

33d

About The Position

The Client Success Specialist is responsible for protecting and growing the company’s maintenance contract base by building strong, proactive relationships with customers. This role serves as the primary advocate for the customer internally, ensuring concerns are addressed, service expectations are met, and long-term partnerships are maintained. The ideal candidate is relationship-driven, highly organized, collaborative, and comfortable working cross-functionally with Operations and Sales teams.

Requirements

Strong relationship-building and communication skills
Highly organized with strong attention to detail
Ability to manage multiple accounts and deadlines
Comfortable collaborating cross-functionally
Experience with CRM systems
Analytical mindset with ability to interpret performance reports

Nice To Haves

HVAC or service industry experience preferred but not required

Responsibilities

Proactively meet with 3–4 customers per week to strengthen relationships and ensure satisfaction.
Identify top-tier customers (top 25%) and conduct quarterly relationship reviews.
Organize accounts by renewal date and schedule meetings 2–3 months prior to contract expiration to address concerns in advance.
Identify and manage “at-risk” accounts by addressing service concerns, coordinating internal solutions, and maintaining consistent communication.
Serve as an additional resource and trusted advisor to customers.
Document detailed meeting notes and log all interactions in Salesforce for tracking and visibility.
Act as the voice of the customer by communicating feedback and service perceptions to the Operations team.
Build strong working relationships with Service Managers, Coordinators, and Technicians.
Participate in weekly Operations meetings to discuss at-risk customers, open service calls, and outstanding repairs.
Partner with Service Managers and involve them in customer meetings when necessary to resolve concerns.
Help generate new opportunities within the existing contract base.
Coordinate with Maintenance Sales Representatives (MSRs) and Project Sales Representatives (PSRs) to support customer growth initiatives.
Facilitate introductions and joint customer meetings to discuss capital planning, equipment replacements, and service expansions.
Maintain awareness of sales territories and account assignments.
Lead monthly renewal strategy meetings with Client Success, Service Managers, and General Manager.
Review upcoming renewals and determine appropriate rate adjustments based on account performance and contract size.
Ensure renewal documentation is completed accurately and on time.
Distribute renewal letters at least 30 days prior to contract expiration, clearly outlining updated pricing.
Prepare updated service agreement proposals when requested by customers.
Complete and manage Maintenance Contract Input Forms (MCIF) for new contracts, renewals, and contract adjustments.
Process contract cancellations with proper documentation and customer follow-up to gather feedback.
Submit and coordinate Requests for Credit when invoice disputes arise, advocating for the customer when appropriate.
Maintain accurate contract records and supporting documentation.
Navigate internal systems (Schedule/Customer Hub) to access service history, contract details, and equipment information.
Utilize Power BI and SQL reporting tools to monitor KPIs, open PM calls, service performance trends, and account health.
Leverage service reports to proactively address potential issues and support at-risk accounts.
Track and analyze contract cancellations throughout the year to identify trends and improvement opportunities.