Customer Success Manager

Summary

Join Cennox and establish strong relationships with existing clients, serving as their primary point of contact. Develop and maintain Business Account Manuals for assigned accounts, ensuring distribution to relevant personnel. Thoroughly review customer contracts to understand contractual obligations. Act as the single point of contact for service-related issues, including escalations and invoice disputes. Maintain a regular meeting schedule with clients, documenting meeting minutes and conducting video conferences as needed. Review monthly reporting, providing recommendations for performance and customer satisfaction improvements, and identify opportunities for new business. Daily review of customer billing is also required. Additional duties will be assigned as needed.

Requirements

• 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