Customer Success Project Manager (Customer Service)Department: Customer Success
Employment Type: Full Time
Location: Kingston, NY
Compensation: $58,500 - $65,000 / year
DescriptionRole Description What Success Looks Like As a Customer Success Project Manager, no detail is too fine as you provide direct customer and sales support for our Sales Managers and independent rep agencies. You will optimize daily workflows and identify opportunities to tighten each link in the customer success chain.
Key Responsibilities • Be the primary contact to Accounts in your assigned region, managing all operational support, while cultivating relationships with customers and our Sales Managers.
• Provide best-in-class Customer experience through all contact touch points, resulting in a consistent customer satisfaction score of 95% or better
• Responsible for verifying the accuracy of all quotes and sales orders from initial submission through to final product delivery.
• Work closely with Supply Chain to achieve optimal delivery timelines according to project specifications.
• Manage operational and logistical support for the organization's enterprise business alongside Sales Managers
• Work closely with internal business units to satisfy Account needs for order fulfillment and project delivery needs.
• Support the Sales Manager on providing solutions for order exceptions.
• Closely track scheduling and manufacturing milestones to communicate directly to Regional Sales Managers, independent rep agencies and end users
• Responsible for contacting clients to secure deposit and final payments in accordance with agreed payment terms.
• Responsible for post-sales support, including but not limited to: triaging installation and quality issues, evaluating shipping damage, and managing the resolution of warranty claims.
• Other duties and responsibilities that may be assigned by management from time to time.
Skills, Knowledge and Expertise Although a bachelor's degree is preferred, relative experience is just as fine.
A minimum of 3 years of high-level customer service and /or sales support experience is required in a design and/or hospitality environment.
Extreme organization, follow-up, and communication skills are required.
BenefitsHealth - Low-cost Healthcare options, Dental & Vision Insurance plans, Health Savings Account (HSA) & Flexible Spending Account (FSA) options, Employee Assistance Program (EAP), Company paid life insurance, long-term and short-term disability coverage, Paid Wellness Time, Factory Fitness Space
Wealth - Retirement Savings Plan (401k), Profit Sharing, Continued education reimbursement, Monthly EV car charging credits at Factory location, Exciting Product Discounts
Wellbeing - Generous Time-Off Policy, Paid Parental Leave & Bonding Leave, 11 Paid Holidays, Floating Holiday, Your Birthday Off, Pet-friendly office, Fully-stocked snacks and beverages, Open & collaborative workspace