Strategic Customer Success Representative (Mid-Atlantic)

About the role

At OBE, the work of our employees truly matters. We operate more than 80 manufacturing and distribution facilities in five countries. The Strategic Customer Success Representative (SCSR) serves as the ultimate, single point of contact and premier concierge service for our highest-value, top-tier strategic dealers. Managing a portfolio of multiple accounts totaling approximately $30 million in annual revenue, this high-touch role is designed to eliminate friction, anticipate project bottlenecks, and proactively manage the end-to-end delivery of complex orders.

Responsibilities

• Proactive Order Ownership & Concierge Support: Provide extensive, white-glove post-land support for Strategic Accounts across both AG (glass) and AGS (architectural aluminum) business units.
• Predictive Logistics & Delivery: Engage with customers actively and consistently throughout order processing and delivery.
• Single Point of Contact: Act as the definitive "one person" each strategic customer reaches out to, building deep relationships and ensuring they have the concierge service needed to be successful.
• Issue Resolution & Technical Support: Drive adoption in assigned accounts and provide basic technical support to ensure customer satisfaction.
• Cross-Functional Collaboration & Escalation: Act as the hub for client execution by engaging Customer Service Representatives, Estimating, Project Management, Engineering, and Operations when appropriate.
• Commercial Alignment & Revenue Growth: Identify immediate opportunities to expand existing orders with add-on buys and partner closely with Strategic Sales representatives to escalate potential up-sell/cross-sell opportunities.

Qualifications

• Education: Bachelor's Degree or equivalent work experience preferred.
• Experience: 5+ years of experience in high-touch customer service, project management, and/or sales.
• Industry Knowledge: Dedicated experience in the glass & glazing industry, commercial construction, or building products sector is preferred.
• Organizational Capabilities: Proven experience working with large, complex organizations and managing a portfolio of multiple accounts simultaneously.
• Communication Skills: Strong written and verbal communication skills tailored for interaction across all levels of an organization.
• Technical & Analytical Skills: Solid problem-solving and analytical skills with a strong attention to detail and advanced skills in Microsoft Office Software.

Skills

• Building Trusting Relationships: Fostering deep, resilient partnerships with top-tier dealer principals, customer executives, and internal cross-functional teams.
• Driving Successful Customer Engagements: Moving from a reactive "order tracking" mindset to a proactive "relationship shaping" model that keeps clients aligned and informed.
• Initiating Action & Driving for Results: A self-starter attitude focused on ensuring we deliver flawlessly on existing commitments while continuously pushing to improve customer relations.
• Sustaining Customer Satisfaction: Maintaining high-touch communication, managing expectations transparently, and resolving complex, multi-unit issues under tight timelines.

Benefits

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee.
• Work-life balance – PTO and holidays, including floating holidays you can choose.
• Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses.
• Training – We will equip you with the knowledge and skills you need to succeed.

Pay

Position Pay Range: $93,000 USD - $140,000 USD.

Schedule

Position Location: 100% On-Site / Office-Based. Travel: 10% travel required for face-to-face dealer summits, major project site visits, or regional commercial alignments.