Customer Success Manager
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Job Description
Customer Success Manager coordinating customer service events for 626’s medical imaging equipment service business. Managing dispatches, SLAs, work orders, parts, billing communication, and escalations.
Responsibilities:
- Manage assigned customer accounts to ensure positive and stable relationships
- Manage service events by communicating with customers and the 626 service team
- Provide accurate and detailed customer updates for service events and requests
- Execute customer contractual coverages to uphold service level agreements
- Follow quoting practices and obtain formal purchase orders when necessary
- Conduct weekly work order reviews
- Communicate service delays or work order closure issues to the billing team
- Partner with Regional Scheduling Leads regarding service event details
- Coordinate with Parts Procurement on open parts orders
- Escalate issues to the Regional Director or 626 Escalations team when necessary
- Work with 626’s Field Service Engineers to ensure successful service events
- Perform other duties as assigned by the manager
Requirements:
- Problem-solving skills to resolve issues with efficiency and professionalism
- Customer service skills and positivity to enthusiastically promote the 626 brand
- Account management skills to own customer relationship with minimal oversight
- Ability to relay information in a fast-paced environments
- Ability to multitask with different, and sometimes conflicting, events happening at the same time
- Knowledge of computers for scheduling and other dispatching duties
- 2+ years of experience in a high-volume customer service role preferred
- Prior experience working in a Field Service / Equipment Maintenance industry is a plus
- High School Diploma or GED required
- Some College or Degree Preferred
- Ability to talk and hear
- Ability to frequently stand, walk, lift up to 25 lbs., use hands to handle or feel, and reach with hands and arms
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Health Savings Account (HSA)
- 401(k) with Company Match
- Company-Paid Life Insurance
- Company-Paid AD&D Insurance
- Supplemental Life Insurance
- Company-Paid Short-Term Disability
- Long-Term Disability
- Paid Time Off (PTO)
- Paid Holidays
- Bereavement Leave
- Jury Duty Leave
- Paid Parental Leave
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