Customer Success Manager

Alta•Calumet City, IL

9d•$50,000•Onsite

About The Position

The Customer Success Manager is responsible for increasing customer retention, strengthening customer relationships, driving service and parts revenue growth, identifying business opportunities, and improving the overall customer experience within the assigned territory. This position serves as the primary link between customers, branch operations, service, parts, and the Territorial Sales Representative.

Requirements

Strong communication, organizational, and relationship-building skills.
Self-motivated and customer focused.
Experience in customer success, operations, service, account management, business development, or industrial equipment industries preferred.

Responsibilities

Serve as the primary customer advocate.
Maintain regular communication with customers.
Build relationships with stakeholders and decision-makers.
Conduct customer business reviews.
Identify risks to customer satisfaction and retention.
Support onboarding of new customers and promote long-term customer loyalty.
Obtain customer purchase orders for service and parts work.
Open new customer accounts.
Maintain accurate customer records and contact information.
Address customer concerns professionally.
Communicate pricing updates and coordinate customer requests with branch personnel.
Identify opportunities to grow service and parts business within existing and prospective accounts.
Research businesses that may benefit from Alta offerings.
Re-engage inactive customers.
Identify opportunities for service agreements, PM programs, repairs, inspections, operator training, rentals, parts sales, fleet optimization and safety programs.
Support branch growth through proactive customer engagement and territory development.
Follow up on outstanding quotations.
Obtain customer feedback on repairs and maintenance recommendations.
Convert quotations into purchase orders and scheduled work where possible.
Assist in driving service agreement and PM program renewals.
Identify key customer relationships and decision-makers.
Maintain customer intelligence.
Track customer organizational changes and market opportunities.
Provide customer insights and qualified opportunities to the Territorial Sales Representative.
Act as liaison between customers and branch operations.
Coordinate with Service, Parts, and Branch Management.
Escalate concerns appropriately and ensure resolution.
Communicate customer needs, opportunities, and concerns to leadership.
Monitor service activity, PM compliance, and customer engagement.
Maintain CRM records.
Track retention and growth metrics.
Provide actionable customer insights.