Note: The job is a remote job and is open to candidates in USA. Cennox is seeking a Customer Success Manager to build and maintain strong client relationships and serve as the primary point of contact for assigned customers. The role manages service-related issues, customer account documentation, contract obligations, meetings, billing reviews, performance reporting, and opportunities to improve customer satisfaction and generate new business.
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
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
Company Overview