Customer Success Manager

Skills

• Microsoft Office Suite proficiency to include Microsoft Office and other relevant applications.
• Customer relationship building skills.
• Organizational abilities to include time and task management and multitasking.
• Industry knowledge and experience.

Responsibilities

• Establish strong relationships with existing clients to promote Cennox and serve as their single point of contact.
• Works with the client to develop and maintain a Business Account Manual (BAM) for all Service Accounts assigned and distribute to the field, call center, logistics and client service personnel.
• Proven capacity to review customer contracts at length to gain high-level understanding of contractual obligations and expectations.
• Function as the single point of contact for all service-related issues including escalations and invoice disputes in a timely manner.
• Establish and maintain a regular meeting schedule with each assigned customer and maintain meeting minutes.
• Video conference calls as requested by the customer.
• A professional appearance and backdrop are mandatory.
• These can be weekly/bi-weekly/monthly depending on the customer’s preference.
• Review monthly reporting and provide recommendations on how to improve performance, efficiency and how to improve customer satisfaction.
• Also reviewing additional Cennox services with customers to provide new business opportunities.
• Daily review of customer billing que.
• All other duties as assigned.