**Job Title:** Customer Success Manager
**Company:** EMCOR Group
**Location:** Columbus, Ohio, US
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7
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**Job Description:**
As a Customer Success Manager at EMCOR Group, you will play a crucial role in ensuring our clients receive unparalleled service and support. Your commitment to customer satisfaction will drive our mission to provide innovative solutions that exceed expectations. This part-time position is ideal for a seasoned professional with strategic insight and a passion for fostering client relationships.
**Key Responsibilities:**
1. **Client Relations Management:**
- Build and maintain strong relationships with assigned clients, acting as their primary point of contact for all inquiries and concerns.
- Conduct regular check-ins with clients to assess satisfaction levels, identify areas for improvement, and strategize on solutions.
2. **Strategic Planning and Execution:**
- Collaborate with the client and internal teams to design and implement tailored strategies that align with client goals and objectives.
- Develop and execute account plans that encompass customer needs, project timelines, and necessary resources.
3. **Performance Monitoring and Reporting:**
- Monitor key performance indicators (KPIs) to assess the success of implemented strategies and overall client satisfaction.
- Prepare detailed reports and presentations for internal stakeholders and clients to review progress and results.
4. **Conflict Resolution and Problem Solving:**
- Address client concerns promptly and effectively, utilizing strong analytical skills to identify root causes and implement solutions.
- Serve as an advocate for clients within the organization, ensuring their voices are heard and their needs are prioritized.
5. **Training and Support:**
- Conduct onboarding sessions and training for new clients to familiarize them with our services and solutions.
- Provide ongoing support and customer education to maximize product usage and satisfaction.
6. **Cross-Functional Collaboration:**
- Work closely with sales, marketing, and operations teams to ensure a seamless transition from sales to customer support.
- Participate in strategy sessions to refine customer success initiatives and contribute insights based on client feedback.
7. **Adaptability and Change Management:**
- Embrace and navigate change effectively within the organization, adapting strategies as needed to meet evolving client expectations and company objectives.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:** Minimum of 7 years of experience in a customer success, account management, or a similar role within a service-oriented industry.
- **Personality Traits:**
- Dedicated to providing high-quality service and driving client satisfaction.
- Confident in decision-making and problem-solving capabilities.
- **Soft Skills:**
- Excellent time management skills, with the ability to prioritize tasks effectively and meet deadlines.
- Strong strategic planning abilities to anticipate client needs and proactively address potential challenges.
- **Technical Proficiency:**
- Proficient in CRM software and other customer engagement tools.
- Familiarity with data analysis tools to track performance metrics.
**Benefits:**
- Joining Bonus
- Company transportation
- Paid overtime
**Working Environment:**
You will thrive in an environment that values adaptability and embraces change seamlessly. We are looking for individuals who can navigate challenges with confidence and leverage their expertise to drive positive outcomes for our clients and the organization.
**Application Deadline:**
Please submit your application by **October 19, 2024**.
**Equal Opportunity Statement:**
EMCOR Group is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds and experiences and do not discriminate based on race, color, religion, gender, national origin, age, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
