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IT Manager II in Coppell, TX at Brink's

Date Posted: 2/18/2018

Job Snapshot

Job Description



Customer Success Manager

The Customer Success Manager is responsible for account management, customer relations, and customer service and support aspects of the assigned accounts in a market segment. The incumbent functions as primary escalation point for customer service issues and acts as the liaison between internal resources and external clients.

• Act as SPOC (Single Point of Contact) for some strategic Managed Services accounts
• Build and maintain strong working relationships with various levels of assigned account(s)
• Assume ownership for pre and post-sales support issues initiated by customer and internal personnel
• Lead activities of internal groups to evaluate and implement procedural and systematic solutions that most effectively meet customer needs while adhering to Brink’s strategy and business objectives
• Understand customer processes and needs and is able to respond to a wide variety of special customer requests and inquiries
• Make independent decisions and commitments to customer on support issues on a real time basis
• Work with customer, sales, support and other resources to provide deliverables to enhance customer relationships and meet customer expectations
• Contribute to achieving specific account objectives consistent with company strategy
• Manage all support aspects of the customer relationship with ultimate responsibility for customer satisfaction
• Liaise among vendors, external and internal clients
• Support planning strategies and initiatives to enhance delivery of customer service
• Prepare, analyze, and manage customer relationships through performance reporting and metrics
• Participate on Customer Calls
• Review and verify penalty calculations due to SLA monthly
• Review issues logs as needed to ensure customers SLA are met
• Coordinate communication between customer and appropriate field service management
• Create weekly reports identifying current, repetitive, and potential issues for management
• Identify trends and potential concerns, proactively communicating recommendations and best practices, and working with internal teams to execute Action Plans
• Manage claim resolution for assigned accounts, prior to SLA deadlines
• Communicate up to date customer location master for assigned accounts
• Perform other duties as assigned or necessary

Job Requirements



• Minimum of 3 year(s) experience in a Customer Service environment
• Minimum of 3 year(s) working within a fast-paced retail environment
• Experience supporting customer relationships in a large market sector
• Ability to manage and prioritize multiple competing projects
• Skilled in managing to metrics
• Capable of creative solution-generation  
• Undergraduate degree in a related field or equivalent combination of experience and training
• Minimum of 5 years’ experience in the retail industry
• Advanced influencing skills with the ability to view issues through a company and customer lens
• Exceptional written and verbal communication abilities
• Excellent interpersonal and presentation skills
• Advanced change management skills
• Advanced analytical, financial modeling and critical reasoning skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.