Customer Success Manager
Job Number: 9898
External Description:
About the Role
This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes.
This role will sit in Syracuse, NY.
Role Responsibilities
Develop and maintain strong relationships with multiple strategic partners.
Collaborate with the sales, engineering and production teams to implement consistent updates on projects as required.
Management of overall accounts and ALL orders associated with assigned customers, which includes end to end proactive project management.
Support the development of new business growth strategies.
Meet KPI requirements for response timeliness and quality by, transactional surveys, coordination of complete deliveries, shipment tracking.
Role Purpose
Manage relationships with Strategic partners.
Proactively monitor project orders.
Ensure customer satisfaction.
Required Qualifications
High school diploma/GED.
3+ years of customer service experience in the construction and/or HVAC industry.
1+ years of continuous improvement experience.
Preferred Qualifications
Bachelor’s degree.
Experience in customer service in the HVAC and/or light commercial industry.
Sense of urgency, self-initiative, dedication and sense of ownership.
Excellent communication, teamwork, and interpersonal skills.
Ability to work independently and as part of a team.
Proficient in CRM software and Microsoft Office Suite.
The ability to solve complex problems, be organized and have good time management skills.
Job Number: 30201174
Community / Marketing Title: Customer Success Manager
Location_formattedLocationLong: New York, US