Customer Success Manager

11 hours ago

Richmond, Virginia, United States Cobb Technologies Full time
About Cobb Technologies

Cobb Technologies is a leading independent office technology dealer in Virginia, recognized as one of the Top Places to Work by Richmond Magazine. Our company culture is built on employee satisfaction, which translates into exceptional customer experiences.

Job Summary

We are seeking a highly motivated Customer Success Manager to join our team. As the single point of contact for our customers, you will be responsible for ensuring every interaction is exceptional. Your primary goal will be to build and maintain relationships with our customers, providing prompt and accurate service, and driving customer retention and growth.

Key Responsibilities
  • Post-sales account management for an assigned base of business customers
  • Execute timely and accurate equipment billing
  • Enter, review, and maintain customer and contract billing data
  • Audit and administer meter readings and service level billing requirements for the assigned customer base
  • Analyze billing and renewal reports and compare to contract terms to evaluate and assist with price increases and escalations
  • Initiate and maintain a positive contact with existing and potential customers
  • Identify customer needs for supplies and service
  • Ensure timely and successful execution of customer requests
  • Provide backup for the SIMS Center and receptionists as needed
Working Procedures
  • Secure and place service and equipment supply orders, considering delivery dates and inventory levels for fulfillment
  • Handle all correspondence and customer matters with care and confidentiality
  • Set up and administer customer maintenance contracts
  • Conduct complex billing research and support internal and external customer report requests
  • Maintain current contract renewals and follow proper procedures
  • Manage customer escalations via quality customer relationships, providing status to external and internal customers
  • Record specified data and maintain files in compliance with Company procedures
  • Liaise between the customer and internal teams
  • Respond to individuals in a professional and courteous manner
  • Receive oral and written instructions from the Director of Customer Success
  • Coordinate Fleetview and Imageware Remote meter processing where applicable
  • Keep files and work area in a neat and orderly fashion
  • Follow company policy and safety regulations
  • Work overtime, weekends if necessary
  • Assume additional duties as assigned
Requirements
  • Highly self-motivated
  • Self-reliant
  • Understanding of SAP order to cash process
  • Ability to prioritize among competing tasks
  • Critical thinking and problem-solving skills
  • Keen attention to detail, accuracy, and adherence to deadlines
  • Goal-oriented, doesn't accept status quo
  • Highly assertive
  • Ability to interact with all personalities and work well in a team-oriented environment
  • Advanced knowledge of Microsoft Office, Excel, and windows-based applications
  • Good communication and interpersonal skills
  • Natural relationship builder with integrity, reliability, and maturity
  • Associate degree or higher preferred, may substitute experience in a relative field for degree
  • Two or more years of business-to-business customer service experience
  • Industry experience preferred
About the Opportunity

This is a full-time, Monday-Friday opportunity, out of our Glen Allen, VA office. Competitive pay and benefits are offered. Cobb Technologies has a thriving, collaborative culture that focuses on energizing and inspiring our team to be the best they can be. We are a company with awesome people who bring positivity, fun, and passion to our mission.

  • Private Technology Corporation
  • Imprint (501c3 charitable arm of Cobb) focusing on the wellbeing of youth (a division of Cobb)
  • 115+ Team Members Strong
  • Six offices across the state of Virginia
  • Dynamic, fun, family-friendly culture
  • Commitment to employee development
  • Promotes community involvement and volunteer opportunities

The selected candidate will be required to complete a criminal history background check and drug screen.

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