Customer Success Manager

626•Boca Raton, FL

4h•Onsite

About The Position

626, founded by Philip Revien and Michael Fischer in 2014, provides maintenance expertise on all medical technology equipment manufacturers and modalities. The company was established with a vision to improve patient care and has grown from two men in a garage to over 100 employees nationwide, emerging as one of the fastest-growing third-party companies in the healthcare technology management market. A Customer Success Manager at 626 is responsible for managing assigned Customer relationships and collaborating with 626’s Field Service Engineers to ensure successful service events. This role focuses on delivering an exceptional service experience by efficiently handling incoming service requests, scheduling and dispatching Field Service Engineers in accordance with service level agreements, and providing excellent customer service. The manager is expected to provide quality customer updates throughout the dispatch and service processes to maximize customer satisfaction.

Requirements

Problem-solving skills to resolve issues with efficiency and professionalism
Customer service skills and positivity to enthusiastically promote the 626 brand
Ability to relay information in a fast-paced environments
Ability to multitask with different, and sometimes conflicting, events happening at the same time
Knowledge of computers for scheduling and other dispatching duties

Nice To Haves

2+ years of experience in a high-volume customer service role preferred
Prior experience working in a Field Service / Equipment Maintenance industry is a plus

Responsibilities

Manage accounts for 626 to ensure a positive and stable customer relationship.
Effectively manage service events by communicating with both the Customer and the Field Service Engineer to ensure clarity throughout the service process.
Adhere to 626’s customer communication standards to provide quality updates every 2-hours.
Understand customer contractual coverages to ensure service level agreements are upheld throughout dispatch and service processes.
Follow 626’s regular quoting practices to ensure there is transparency around cost of time and materials service throughout each relevant service event and obtain formal POs when necessary.
Participate in work order reviews weekly and communicate with the billing team on any delays in performance of service or closure of work orders to support efficient billing and accurate regional financials.
Work with Field Service Engineers to obtain status on service events to relay to the customer.
Work with Parts Procurement to obtain status on open parts orders required for future service scheduling.
Identify when escalation to a Team Lead, Regional Director or 626 Escalations team is necessary to meet customer needs and resolve imminent or potential future issues.
Participate in after-hours and weekends rotations to ensure 626’s customers are supported 7-days /week.