Customer Relationship Manager

Brink's Inc-posted 3 days ago
Full-time • Mid Level
Remote • Charlotte, NC
5,001-10,000 employees
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As a Customer Success Manager, you will be the primary point of contact for all customer concerns, responsible for managing relationships and all customer communication. You will handle escalations, project management, problem resolution, root cause analysis, and more. Your role is crucial in ensuring customer satisfaction and navigating the organization to find timely resolutions for complex customer needs. Knowledge of Brink’s internal systems is essential.

  • Retain an established book of business that requires frequent interaction with multiple internal resources.
  • Own a portfolio of customers as a single point of contact for all customer service needs, focusing on our key accounts.
  • Assume ownership of service and support-related issues to ensure quick action and resolution while prioritizing the customer.
  • Monitor customer satisfaction levels to ensure the highest quality of service.
  • Prepare, analyze, and manage customer service relationships through service performance reporting, SLA management, and metrics, including facilitating customer-facing Monthly and Quarterly Business Reviews and other performance-based meetings.
  • Lead internal groups to evaluate and implement procedural and systematic solutions that meet customer needs while adhering to company strategy and business objectives and reduction in costs.
  • Build and maintain strong working relationships with various levels of internal and external customers to drive operational improvements and the customer experience.
  • Understand unique customer processes and needs, responding to a wide variety of special customer service requests and inquiries.
  • Collaborate with cross-functional teams, including sales, operations, and other resources, to provide deliverables that enhance customer relationships and meet customer expectations.
  • Support planning strategies and initiatives to enhance the delivery of services to the customer.
  • Perform other duties as assigned or necessary.
  • Excellent interpersonal, communication, and presentation skills.
  • Strong consultative, analytical, and problem-solving skills.
  • Advanced influencing skills with the ability to view issues through both company and customer lenses.
  • Successful track record of interacting with various mid- and high-executive level leaders within many different segments in commercial organizations.
  • Ability to manage and prioritize multiple competing projects.
  • Advanced change relationship management skills.
  • Proficiency in PowerPoint, Excel, MS Products and executive-level communication.
  • Advanced Understanding of Brink’s Core Systems: iCash, iINFO, 24SEVEN Portal, Track and Trace, Salesforce, iTrack, CIT Warehouse, BAMS, Service Now, Safe Server, EBS, Brink’s Bridge.
  • Ability to work extended hours/weekends, on short notice, to support business needs.
  • Bachelor’s degree in Business, Marketing, Logistics or related field.
  • 5+ years of experience in customer success, account management, or related roles.
  • Knowledge of key systems and tools relevant to the role.
  • Ability to travel on short notice to customer meetings and/or support Brink’s branch operations.
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