Client Success Manager

Diamond Assets LLC; Town of Milton (WI); On-site; USD 55,000 - 85,000; Full time

Job summary

Diamond Assets LLC is seeking a Client Success Manager to coordinate service pickups and lead deployment projects across our organization. You will work closely with internal departments to ensure clear communication and successful project delivery, with Project Managers, Logistics Coordinators, and Recovery Specialists reporting to you.

The role reports directly to the Senior Vice President of Operations. Key tasks include regular reporting, optimizing pickup scheduling, and maintaining

Qualifications

• Must be organized, logical, and adaptable in a fast paced service environment.
• Strong problem-solving skills and reliable transportation.
• Excellent communication and leadership abilities within a small team.
• Knowledge of geographies and mapping.
• Excellent organization and time management skills.
• Great collaboration and teamwork skills.

Responsibilities

• Provide weekly/monthly reports on pickup coordination and service projects.
• Update ERP systems with pickup or service information.
• Coordinate availability and pickup scheduling with the CSM team.
• Capture project details from CSM via Salesforce.
• Manage field operations in Salesforce for pickups.
• Coordinate pickups/services with Diamond Assets' Asset Recovery Specialists.
• Utilize third-party resources to complete pickups/services when applicable.
• Coordinate mail-in processes using third-party services when applicable.
• Communicate effectively with shipping and receiving personnel.
• Oversee intake to ensure pickup quantities are correct and investigate discrepancies.
• Identify efficiencies and cost reductions for pickups and service operations.
• Oversee device evaluation reports ensuring timely customer reports for payment.
• Support PM–Enterprise and PM–Education and PM Lead in new processes.
• Perform other duties as needed.

Skills

Organizational skills

Problem-solving

Strong communication

Leadership

Geography knowledge / mapping

Reliable transportation

Coaching / mentoring

Time management

Teamwork

Job description

Company Overview

It’s not enough to have the right technology today, you must have a plan for tomorrow, too. At Diamond Assets we service schools, businesses, and governments by creating sustainable technology plans that ensure equitable access to technology for their current fleet but also well into the future. In addition, we take pride in delivering the highest-quality refurbished Apple products at an affordable price. Through our lifecycle through upcycle approach, we strive to meet our mission of providing equitable and affordable access to technology.

Company Overview

It’s not enough to have the right technology today, you must have a plan for tomorrow, too. At Diamond Assets we service schools, businesses, and governments by creating sustainable technology plans that ensure equitable access to technology for their current fleet but also well into the future. In addition, we take pride in delivering the highest-quality refurbished Apple products at an affordable price. Through our lifecycle through upcycle approach, we strive to meet our mission of providing equitable and affordable access to technology.

Position Title: Client Success Manager

Job Description

The Client Success Manager is a critical role supporting the growth and success of the organization. This position is responsible for planning and executing service pickups, as well as leading deployment projects. The Client Success Manager will collaborate closely with internal departments across Diamond Assets to ensure effective communication and successful project delivery. This position will have Project Managers, Logistics Coordinators, and Recovery Specialists reporting directly to it and will oversee their performance and development. This role reports directly to the Senior Vice President of Operations.

Roles & Responsibilities

• Provide weekly/monthly reports as needed on pickup coordination and service projects
• Update and manage ERP systems in coordination with necessary pickup or service information
• Review and collaborate with CSM team on availability and pickup scheduling
• Ensure necessary project details are obtain from CSM via Salesforce
• Manage via field operations via Salesforce throughout the pickup process
• Coordinate pickups/services utilizing Diamond Asset team of Asset Recovery Specialists
• Utilize third party resources to complete pickup/services when applicable
• Coordinate mail in process; utilize third party services when applicable
• Effectively communicate with shipping & receiving personnel
• Oversight intake process to ensure pickup quantities are correct; investigate pickup discrepancies
• Operate with regards to efficiencies and cost reductions for both pick up and service operations
• Oversight of device evaluation reports for Diamond Assets Customers. Maintaining that customer reports are completed in a timely manner to ensure on-time payment
• Support the Project Manager–Enterprise, Project Manager–Education, and the Project Management Lead in developing and implementing new processes and procedures.
• Perform other duties as needed

Key Skills & Qualifications

• Must be organized, logical, and willing to adapt quickly
• Must have effective problem-solving skills
• Must have high level of education and experience within fast paced service environment
• Knowledge of geographies and mapping
• Reliable transportation required
• Coaching, mentoring and leadership ability within a small team setting
• Effective communication, including writing, speaking and interpersonal communication
• Excellent organization and time management skills
• Great collaboration and teamwork skills