Customer Success Manager

626•Las Vegas, NV

3d•$50,000 - $55,000•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 delivering quality customer updates throughout dispatch and service processes to maximize customer satisfaction. The position is remote on the West Coast. Employees work a 40-hour workweek, with a Monday–Friday shift of 8:00 AM–5:00 PM. No regular travel is needed. The listed salary range is $50,000–$55,000.

Requirements

High school diploma or GED.
Problem-solving skills to resolve issues efficiently and professionally.
Customer service skills and a positive attitude to promote the 626 brand.
Account management skills and the ability 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.
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.
Prior experience in the Field Service or Equipment Maintenance industry.
Some college or a degree.

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 and uphold service level agreements throughout dispatch and service processes.
Follow quoting practices to maintain transparency regarding time-and-materials service costs and obtain formal purchase orders when necessary.
Conduct weekly work order reviews and communicate service performance 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 related to service events.
Coordinate with Parts Procurement to obtain status updates on open parts orders needed for future service scheduling.
Identify when escalation to the Regional Director or 626 Escalations team is necessary to meet customer needs and resolve imminent or potential issues.
Perform other work as assigned by the manager.