Customer Success Manager

POSITION: Customer Success Manager

DATE AVAILABLE: Immediately

SALARY RANGE: DOE

ESSENTIAL FUNCTIONS

The Customer Success Manager works with customers, field personnel and office staff in a collaborative manner. This individual is expected to meet performance standards set by the department manager and comply with all company policies and procedures. The Customer Success Manager takes direction from the Service Operations Manager to ensure staff efforts are coordinated and directed toward department and company goals. Some travel may occasionally be required.

The Customer Success Manager performs the following:

·        Maximize customer retention and satisfaction by forming partnerships & anticipating their needs

·        Document and follow up on leads, referrals, and additional opportunities

·        Handle a high volume of email correspondence and communications while coordinating and tracking numerous detail-driven tasks and deliverables

·        Resolve customer complaints and issues directly, provide relevant information to the Sales team, and escalate matters to the Service Manager or Service Operations Manager when necessary

·        Meet and exceed profit margins on contracts, repair sales, and customer retention goals

·        Meet face to face with existing and new clients

·        Act as the “go to” person for clients

·        Review contracts to evaluate compliance and performance, negotiate new terms as needed

·        Monitor existing customer base for opportunities that result in additional profitable work

·        Keep management abreast of market conditions and trends affecting industry

·        Collaborate effectively across dispatch, technicians, accounting, sales, and management to support a team environment

·        Interact and collaborate regularly with other departments to meet organizational goals

·        Network and gain knowledge regarding potential customers and additional opportunities with existing customers

·        Perform additional tasks as assigned

QUALIFICATION REQUIREMENTS

The candidate must possess the following abilities and skills:

·        3 Years previous customer service or related client management experience

·        A practical understanding of mechanical systems, HVAC/plumbing, or construction trades is preferred

·        Must be proficient in Adobe Acrobat and MS Office products including; Outlook, Word, and Excel

·        Excellent written and verbal communication skills

·        Desire to be of service to our customers, both internal and external

·        Ability to understand and negotiate pricing and contract terms

·        Experience in preparing quotes/proposals and writing business letters

·        Solid record of meeting commitments, and goals

·        Strong time management and prioritization skills

·        Collaborative mindset with internal and external customers and teams

·        High-volume communication management with strong attention to detail and prioritization skills

·        Ability to build effective relationships with customers, field staff, management and office personnel

·        Ability to work independently with minimum supervision or in a team atmosphere

·        History of good employment attendance and punctuality

·        Valid license and clean driving record required

EMPLOYEE BENEFITS

Alliant Systems presently provides coverage for:

·        Medical and dental for employee (coverage available for dependents at additional premium)

·        401k retirement plan – Alliant currently matches to 4% of what employee contributes

·        Holiday, vacation, and sick leave compensation

·        Short and long-term disability insurance

·        Employee and Dependent Life Insurance

·        Employee Assistance Program for employee and dependents

·        Flexible spending program

·        Transportation program

Alliant Systems is an Equal Opportunity Employer and a non-smoking facility.

All non-union new hires must pass a drug test

This job description is a general description of essential job functions. It is not intended as an employment contract nor is it intended to describe all duties someone in this position would perform. All employees of Alliant Systems are expected to perform tasks as assigned by supervisory / management personnel regardless of job title or routine job duties.

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