Customer Success Manager

Description:

About Leo

Leo is a portfolio of trusted service companies operating under one brand. Our family includes Academy Locksmith, Firstline Lock & Door, First Choice Facilities, Caliber, CLM, Impact, and others - all Powered by Leo.

By operating as one team, we invest in our people, systems, and shared ways of working, while continuing to support the local teams and relationships that define our businesses. The result is consistent, reliable service and more opportunity for our people to grow and make an impact.

Summary:

The Customer Success Manager is responsible for growing and adding a book of businesses by developing and nurturing the relationship between the Company’s existing and new clients. This position will be a subject matter expert on the client organization and client structure. This position requires organizational skills, attention to detail, and impactful interpersonal skills both within and outside the organization. Ideally candidates are located near our NJ or NY offices but we are also open to facilities professionals located in other geographies.

Job Responsibilities:

• Negotiate contracts and close agreements to maximize profit.

• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors with assigned clients.

• Take ownership of the designated client accounts, managing a ‘book of business’ through their SLAs (Service Level Agreements), RFIs (Request for Information), and RFPs (Request for Proposals) processes and requirements.

• Understand, interpret, and accommodate varied KPIs (Key Performance Indicators) as dictated by the designated clients.

• Consistently review designated existing client accounts, identifying opportunities for new business ventures and upselling services to better serve their needs and exceed sales quotas.

• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

• Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts) and prepare reports on account status.

• Other duties as required or assigned.

• Assist with high-severity requests or issue escalations as needed.

Proficiencies:

• Strong organizational skills

• Attention to detail

• Possess friendly and positive disposition

• Adaptable and able to work in a fast-paced environment.

• Ability to manage multiple projects at a time

• Display effective communication skills

• Negotiation skills

Requirements:

Supervisory Requirements:

This position does not have direct-report supervisory responsibility but does serve as a coach and mentor within the Account team as well as for other positions within the company.

Education/Experience:

• College Diploma with three years’ experience in project management, time management, and people management or any equivalent combination of training and experience that provides the required knowledge, skills, and abilities to qualify.

• Customer service experience, preferably in a retail, restaurant, or related environment.

• Facilities management experience and familiarity with construction trade & processes, preferably in a retail or restaurant environment

• To perform this job successfully, an individual should have basic skills in a work management system, proficiency in MS Office skills, and the willingness to expand their knowledge.

Work Environment/Physical & Visual Demands:

• This is a full-time position with 40 hours of work or more per week. Days and hours are typically within standard business hours, Monday through Friday from 8:30 a.m. to 5:00 p.m. EST. Though this is not an after-hours “on-call” position, availability to answer phone calls after normal business hours and on weekends is required as job duties demand.

• This position requires extensive contact with people and local travel up to 10% may be required, based on the needs of the business.

• Physical Demands: Speaking, Listening, Writing, Sitting, Keystroke, Crouching, Kneeling, Reaching, Standing, Walking, Pushing, Pulling, Finger movement, Squatting, Grasping, Repetitive Motion, and Sedentary/ Light work, Climbing, requiring lifting up to 20lbs or up to 50lbs with assistance.

• Visual Demands: Visual acuity to perform activities such as viewing a computer terminal and reading.

• Environment Conditions: This position is subject to sufficient noise with an indoor environmental condition; protected from weather conditions, but not necessarily from temperature changes