Customer Success Manager Lead

Cobb Technologies is looking for a new Customer Success Manager Lead! In this position you will maintain and build on the role of a Customer Succes Manager by being the single point of contact for our customers and responsible for ensuring every customer you interact with has an exceptional customer experience. You will partner with the Director of Customer Success and aid in being a resource to the Customer Succes Managers.

Our Customer Success Manager Lead will continue to build and maintain relationships with our customers by providing prompt and accurate service, and drive customer retention and growth by quickly facilitating customer requests and inquiries. To do so, our Customer Success Manager Lead will routinely post their daily work, hold a commitment to accurately reconciling billing, and use their strong organization skills when supporting delivery and service operations. The Lead will utilize their leadership skills and be responsible for training and guiding members of the Customer Success Team.

Primary Functions

• Responsible for 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 the customer's needs for supplies and service.
• Ensure the timely and successful execution of customer requests.
• Provide back up for the SIMS Center and receptionists if necessary.
• Train new Customer Success Managers
• Assist Customer Success Managers with technical questions
• Resolve issues with customers and assist team members with doing so

Working Procedures

• Secure and place service and equipment supply orders taking into consideration delivery dates and inventory levels for fulfillment.
• Handle all correspondence and customer matters with the most care and in strict confidence.
• 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.
• Records all specified data and maintains files in compliance with Company procedures.
• Liaise between the customer and internal teams.
• Respond to all 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 any additional duties that may be assigned.
• Train and guide other team members as questions arise

Job 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 able to work well in a team-oriented environment.
• Advanced knowledge in Microsoft Office, Excel and windows-based applications.
• Good communication and interpersonal skills.
• Natural relationship builder with integrity, reliability and maturity.
• Associate Degree or higher. (May substitute experience in relative field for degree).
• Three or more years business to business customer service experience.
• Industry experience preferred.
• Former Manager or Lead Experience preferred.
• Proficient in using E-Automation and M-files

Cobb Technologies is consistently looking for talented and motivated team members to join our diverse and dedicated workforce. Cobb Technologies is the leading independent office technology dealer in Virginia. Cobb offers a high-energy environment where the atmosphere is open, friendly, team-oriented, and where you are recognized for your contributions. Cobb's success is based on our corporate philosophy that employee satisfaction translates into customer satisfaction.

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