Customer Success Manager
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Job Description
Customer Success Manager serving as Cennox’s client contact, managing service accounts and resolving escalations. Reviewing performance and promoting additional services remotely across the US.
Responsibilities:
- Establish strong relationships with existing clients and serve as their single point of contact
- Promote Cennox services to existing clients
- Develop and maintain Business Account Manuals (BAMs) for assigned service accounts
- Distribute BAMs to field, call center, logistics, and client service personnel
- Review customer contracts to understand contractual obligations and expectations
- Handle service-related issues, escalations, and invoice disputes in a timely manner
- Establish and maintain regular customer meetings and meeting minutes
- Conduct video conference calls as requested by customers
- Review monthly reporting and recommend improvements to performance, efficiency, and customer satisfaction
- Review additional Cennox services to identify new business opportunities
- Review the customer billing queue daily
- Perform other duties as assigned
Requirements:
- Microsoft Office Suite proficiency, including Microsoft Office and other relevant applications
- Customer relationship building skills
- Organizational abilities, including time and task management and multitasking
- Industry knowledge and experience
- Professional appearance and backdrop for customer video conference calls
- Employment eligibility verification through E-Verify
Benefits:
- Equal opportunity employer
- E-Verify participation
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