Customer Success Manager

Cennox

10h

About The Position

The Customer Success Manager will establish strong relationships with existing clients, serving as their single point of contact. This role involves developing and maintaining a Business Account Manual (BAM) for assigned Service Accounts, reviewing customer contracts to understand obligations, and acting as the primary contact for all service-related issues, including escalations and invoice disputes. The position requires establishing a regular meeting schedule with customers, reviewing monthly reports to provide recommendations for improvement, and identifying opportunities to offer additional Cennox services. A daily review of the customer billing queue is also a key responsibility.

Requirements

• Microsoft Office Suite proficiency to include Microsoft Office and other relevant applications.
• Customer relationship building skills.
• Organizational abilities to include time and task management and multitasking.
• Industry knowledge and experience.
• Proven capacity to review customer contracts at length to gain high-level understanding of contractual obligations and expectations.

Responsibilities

• Establish strong relationships with existing clients to promote Cennox and serve as their single point of contact.
• Works with the client to develop and maintain a Business Account Manual (BAM) for all Service Accounts assigned and distribute to the field, call center, logistics and client service personnel.
• Function as the single point of contact for all service-related issues including escalations and invoice disputes in a timely manner.
• Establish and maintain a regular meeting schedule with each assigned customer and maintain meeting minutes. Video conference calls as requested by the customer. A professional appearance and backdrop are mandatory. These can be weekly/bi-weekly/monthly depending on the customer’s preference.
• Review monthly reporting and provide recommendations on how to improve performance, efficiency and how to improve customer satisfaction. Also reviewing additional Cennox services with customers to provide new business opportunities.
• Daily review of customer billing que.
• All other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees