Customer Success Manager

Overhaul Group Inc•Austin, TX

About The Position

The Customer Success Manager (CSM) is the post-sales executive assigned to customer operations. The CSM knows and adheres to Overhaul’s processes and is focused on defined objectives. Is the liaison between the client and the organization, funneling requests to different internal areas, as well as reviewing and correcting process deviations. The CSM ensures that the Safety Program works according to the Contract, and is responsible for the established in the Contract, as well as responsible for delivering exceptional service while maintaining ethics, discipline and quality standards for the achievement of benefits for both the for the benefit of both the organization and the client.

Requirements

3 years providing service to logistics and transportation clients.
English language proficiency.
Analytical capacity.
Adherence to the company's values.
Organizational ability and manage multiple priorities.
Service attitude.
Conflict resolution and objection handling.
Negotiation.
Assertiveness.
Work under pressure and in a team.
Proactive.
Communication written and oral.
Strong MS Office Suite experience.

Nice To Haves

Customer service (desirable, but not essential).

Responsibilities

Coordinate the assigned corporate accounts, following up on their requirements and needs of any kind.
Verify that what is agreed in the contract with respect to the service offered is being fulfilled.
Maintain the commercial relationship between the assigned accounts and the company.
Deliver and follow up on the metrics (KPI) for each of the assigned accounts, in addition to the reports required by the Immediate Manager of the area.
Resolution of conflicts and objections that may arise from assigned clients.
Evaluation of services through KPIs and proposal for continuous improvement.
Follow-up to the Post-Sale process.

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