Customer Success Manager

626•Las Vegas, NV

7d•$21 - $23•Remote

About The Position

A Customer Success Manager at 626 manages assigned customer relationships and works with 626’s Field Service Engineers to ensure successful service events. The role provides customers with an exceptional service experience by efficiently handling incoming service requests, coordinating Field Service Engineer availability in accordance with service level agreements, and providing excellent customer service. The Customer Success Manager provides quality updates throughout dispatch and service processes to maximize customer satisfaction. This is a remote West Coast position with a 32-hour workweek. The listed shift is Thursday–Sunday, 8:00 AM–5:00 PM. No regular travel is needed.

Requirements

Problem-solving skills to resolve issues efficiently and professionally.
Customer service skills and a positive approach to enthusiastically promote the 626 brand.
Account management skills to own customer relationships with minimal oversight.
Ability to relay information in a fast-paced environment.
Ability to multitask across different and sometimes conflicting events.
Computer knowledge for scheduling and other dispatching duties.
High school diploma or GED required.
Ability to talk and hear; frequently stand, walk, lift up to 25 pounds, use hands to handle or feel, and reach with hands and arms.

Nice To Haves

Two or more years of experience in a high-volume customer service role preferred.
Prior experience in a Field Service or Equipment Maintenance industry is a plus.
Some college or a degree preferred.

Responsibilities

Manage assigned accounts to maintain positive and stable customer relationships.
Manage service events by communicating with customers and the 626 service team to ensure clarity throughout the service process.
Provide accurate and detailed customer updates for service events and customer requests.
Execute customer contractual coverages to ensure service level agreements are upheld during dispatch and service processes.
Follow regular quoting practices to provide transparency around time-and-materials costs and obtain formal purchase orders when necessary.
Conduct weekly work order reviews and communicate service delays or work-order closure delays to the billing team to support efficient billing and accurate regional financials.
Partner with Regional Scheduling Leads to provide customers with details about service events.
Coordinate with Parts Procurement to obtain status updates on open parts orders needed for future service scheduling.
Escalate issues to the Regional Director or 626 Escalations team when needed to meet customer needs and address imminent or potential future issues.
Perform other work as assigned by the manager.