Customer Success Manager

Job Description

BuildingPoint Pacific has a need for a Customer Success Manager based at our San Leandro, CA location. The Customer Success Manager directs the day-to-day operations of the customer success team focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and that will drive sales and increased revenue. This position is responsible for implementing strategies and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention. The Customer Success Manager is also responsible for overseeing all operations of the BuildingPoint Pacific sales support department, including all sales support activities, sales support personnel, providing excellent support to customers and other departments with a focus on customer success, product training and product and application support. The Customer Success & Services Manager is also responsible for the growth and execution of the professional services we provide, such as Scanning and VDC Services.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Operate as profit center and within scope of company mission statement; develop and monitor budget; act to control costs and reduce expenses; contribute and encourage the submission of cost improvement ideas. Oversee and establish revenue generating objectives, pricing and billing improvements.
• Ensures that customer onboarding processes are precisely executed to build a strong customer relationship foundation. Collects and responds to feedback with focused support for identified customer needs and challenges.
• Promote, grow and execute professional services such as training, scanning and VDC services. This includes managing our services personnel and all projects where we are involved.
• Collaborates with sales, vendors, and other customer-facing functions to deliver solutions and tools.
• Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success.
• Maintain good customer relations; intercede to help resolve problems and enhance relations; assist with warranty claims as needed.
• Establish customer training programs and curriculum.
• Review and modify Service and support agreements.
• Be a driving force in customer success objectives.
• Review and improve on current process and procedures, including but not limited to training and overall team efficiency.
• Maintain strong relationships with our manufacturers such as Trimble
• Work with the BPP sales and admin teams on continued improvements.
• Supplement other marketing efforts; stimulate and promote use of company service capabilities; provide quotes where possible.
• Interview, hire, coordinate store orientation and training, discipline, and conduct performance and salary reviews of service employees; support affirmative action; ensure adherence to company policies, rules and regulations; maintain a high level of productivity and morale.
• Conduct safety meetings, accident investigations, and train department personnel on safe work procedures.
• Maintain and ensure safe and healthful working conditions as set forth in facility safety program.
• Maintain liaison with Sales management and communicate frequently with other area managers.
• Keep current on technical aspects of function and on relevant company, BPp, Peterson and Trimble policies and procedures.
• Supervise assigned office staff; oversee accomplishment of clerical functions and maintenance of files and records; maintain control over on-line systems; maintain enough stock of office and promotional supplies to allow for efficient and effective business.
• Communicate with customers concerning service activities including reviewing jobs, explaining invoices, identifying needs for future repairs, and making maintenance recommendations.
• Verify customer credit and payment requirements prior to initiating work orders.
• Coordinate parts ordering and delivery as needed.
• Monitor department work in progress to ensure jobs are completed on time and to the highest quality standards.
• Keep current on service, repair, and modification procedures for all brands and models of products assigned to the department.
• Provide technical support and assistance for department activities including failure analysis.
• Provide on-the-job technical training to department technicians as needed and schedule formal training activities for department technicians.
• Oversee the inventory and maintenance of department tools, equipment, and supplies.
• Monitor and maintain department equipment and vehicles in good working order.
• Occasional travel required to branch stores, conferences, and seminars; Operate company or personal vehicle as needed.

QUALIFICATIONS

Bachelor's Degree from a fully accredited college in Business or other closely related field; and a minimum of four to seven years of directly related experience in sales management with front line sales experience in vertical construction technology, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

CERTIFICATES, LICENSES, REGISTRATIONS