Customer Success Manager

Cobb Technologies • Glen Allen, VA

9d • Onsite

About The Position

At Cobb Technologies, success starts with our people. As Virginia's leading independent office technology dealer and a proud recipient of the Best Places to Work in Virginia award, we have built a collaborative, people-first culture where team members are valued, supported, and encouraged to grow. We believe that happy employees create happy customers. That belief shapes how we work, how we serve, and how we celebrate success together. Cobb Technologies is seeking a motivated and detail-oriented Customer Success Manager to serve as the primary point of contact for an assigned group of business customers. This position plays a vital role in managing the post-sale customer relationship, coordinating customer needs, maintaining accurate billing and contract information, and ensuring requests are resolved promptly and professionally. This is an account management position and does not include responsibility for managing employees. Most customer communication is conducted by telephone and email.

Requirements

• At least two years of business-to-business customer service or account-management experience.
• Strong Microsoft Office skills, particularly Microsoft Excel.
• Experience performing billing reconciliation, researching account discrepancies, or administering customer contracts.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Exceptional attention to detail and commitment to accuracy.
• Ability to prioritize competing responsibilities and meet deadlines.
• Ability to communicate effectively with customers and coworkers with a wide range of personalities and communication styles.

Nice To Haves

• Office technology, equipment leasing, service-contract, or related industry experience is preferred.
• An associate degree or higher is preferred; relevant professional experience may substitute for education.

Responsibilities

• Serve as the primary post-sale contact for an assigned portfolio of business customers.
• Build and maintain strong, professional relationships with customers.
• Develop an understanding of each customer's equipment, service, supply, billing, and contract needs.
• Respond to customer questions and requests promptly, accurately, and professionally.
• Coordinate with internal departments to ensure customer commitments are completed successfully.
• Provide customers and internal team members with timely updates regarding open requests.
• Manage customer concerns and escalations through clear communication, follow-through, and relationship building.
• Identify opportunities to improve customer satisfaction, retention, and account growth.
• Complete timely and accurate equipment and service billing.
• Enter, review, reconcile, and maintain customer and contract billing information.
• Set up and administer customer maintenance agreements.
• Audit meter readings and service-level billing requirements.
• Coordinate remote meter processing.
• Review billing and contract-renewal reports for accuracy.
• Compare contract terms, billing information, renewals, and proposed price adjustments.
• Research and resolve complex billing questions for internal and external customers.
• Maintain current contract-renewal information and follow established renewal procedures.
• Proactively identify customer needs for equipment supplies and service.
• Enter and coordinate service calls and supply orders.
• Consider inventory availability, delivery requirements, and customer expectations when processing requests.
• Partner with Service, Delivery, Sales, Administration, and other internal teams to resolve customer needs.
• Support reporting requests and provide accurate customer account information when needed.

Benefits

• Competitive compensation
• Medical, dental, and vision insurance
• HSA, HRA, and FSA options
• 401(k) plan with company match
• Company-paid short-term disability insurance
• Company-paid long-term disability insurance
• Company-paid life insurance
• Generous paid time off
• Employee Assistance Program
• Professional development and advancement opportunities
• A collaborative, family-friendly, and pet-friendly workplace
• Community involvement and volunteer opportunities through Cobb and Imprint, our nonprofit charitable organization

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree