What are the responsibilities and job description for the Client Success Manager position at SNOW PARTNERS LLC?
About SNO-GO:
Why choose between skiing and biking when you can do both? Sno-Go is the #1 alternative to skiing and snowboarding, a ski-bike mashup that turns every snowy slope into a brand-new adventure. As our Customer Success Manager, you'll be the go-to person for customers, dealers, and resorts, making sure every question gets a fast, friendly answer and every rider stays stoked.
Areas of Focus:
Customer Service
- Serve as the main point of contact for customers, dealers, and resorts.
- Respond to all inquiries in a timely, professional, and empathetic way.
- Collaborate with sales teams to ensure seamless customer experience across all touchpoints.
Parts Management
- Coordinate the ordering, shipping, and tracking of replacement parts for warranty and service claims
- Monitor warranty parts inventory, ensuring stock accuracy and timeline replenishment
- Work with suppliers and logistics teams to manage defective returns, replacements and credits
- Organize and create an efficient parts inventory management system
Warranty Management
- Oversee and manage all warranty claims from submission through resolution
- Review, validate, and approve claims according to company policies and manufacturer guidelines
- Identify patterns or recurring product issues and communicate findings to the product & quality team.
Reporting and Process Improvement
- Track key warranty metrics such as claim volume, resolution time, cost, and customer satisfaction.
- Recommend improvements to warranty and parts workflows to increase efficiency and reduce costs
- Prepare regular reports and updates for leadership regarding trends and performance.
Team Member Qualifications
- 1 year of Sno-Go or ski bike experience
- 1 years technical experience maintaining and repairing Sno-Gos
- 1 Years working with customers/guests
- Experience with inventory management systems
- Proven independent problem-solving skills
- Ability to troubleshoot mechanical issues and resolve in a timely manner
- Familiarity with Shopify or other e-commerce platforms
- Resort Account Management a plus
- Empathetic listener who can manage difficult conversation professionally and constructively
- Skilled at delivering product training and being a subject matter expert on the product
- Roll-up sleeves attitude with a hands-on approach to the work
- Comfortable in a constantly changing dynamic environment
- Ability to work independently with little direction
Salary : $22 - $24