Customer Experience and Service Ops Manager/Sr. Customer Service

AMAX; Fremont (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Flexible spending account

Commuter benefits

Disability insurance

Job summary

AMAX, a leading GPU-accelerated IT infrastructure provider, is seeking a Client Success Manager in Fremont, CA. The role leads customer support, manages service delivery, and aligns initiatives with business goals to ensure exceptional satisfaction and retention.

You will oversee on-site service delivery, collaborate with Sales, review contracts, and guide Professional Services from initiation to completion. Strong communication and multitasking are essential.

Qualifications

• 3+ years of direct customer experience
• Strong communication and relationship-building skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience with contracts (NDAs, Customer/Vendor) is a plus
• Background in AI/high-tech or server manufacturing is a plus

Responsibilities

• Foster strong customer relationships to drive long-term satisfaction and success
• Serve as the primary contact for customers and align on goals and service delivery
• Oversee outsourced on-site service delivery, quotes, SOWs, and scheduling
• Partner with Sales to align service offerings with customer needs
• Review bids and customer agreements for scope clarity and execution
• Manage Professional Services projects from initiation to completion
• Develop pricing for services with internal stakeholders
• Monitor customer satisfaction metrics and drive improvements
• Identify risks and address customer concerns promptly
• Implement and optimize CS processes, tools, and reporting

Skills

Customer relationship management

Communication skills

Interpersonal skills

Project management

Problem solving

Multitasking

Conflict resolution

Contract review

Industry knowledge (AI/high-tech)

Education

Bachelor's degree

Job description

The Client Success Manager is responsible for leading and overseeing the customer support function to ensure exceptional service delivery and customer satisfaction. This role manages support teams, optimizes processes, and implements strategies that enhance the overall customer experience while aligning with organizational goals.

Responsibilities

• Foster and maintain strong customer relationships to drive long-term satisfaction, retention, and success
• Serve as the primary point of contact for customers, ensuring alignment on goals, expectations, and service delivery
• Oversee outsourced on-site service delivery, including quotation development, Statement of Work (SOW) definition, and scheduling coordination; ensure seamless communication between customers and service providers
• Partner with Sales to support the development and positioning of service offerings that align with customer needs and business objectives
• Review and analyze bidding documents and customer agreements to ensure scope clarity and successful execution
• Manage Professional Services projects from initiation through completion, ensuring delivery is on time, within scope, and meets customer expectations
• Develop and provide pricing for services offerings in collaboration with internal stakeholders
• Monitor, analyze, and report on customer satisfaction metrics; identify trends and drive continuous improvement initiatives
• Proactively identify risks and address customer concerns with urgency to ensure a positive customer experience
• Implement and optimize customer success processes, tools, and reporting to improve efficiency and scalability

Requirements

• College educated with 3+ years experience working directly with customers
• Strong interpersonal skills to develop relationships with customers and colleagues
• Customer-focused and results driven
• Excellent verbal and written communication skills
• Problem solving skills to resolve customer issues in a professional and timely manner
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and project management skills
• Conflict resolution and de-escalation expertise
• Reviewing and analyzing Contracts (NDAs, Customer and Vendor) a plus
• Experience in AI and high tech industry, computer servers and/or OEM manufacturing a plus

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• Flexible spending account
• Commuter benefits
• Disability insurance

We also have a perfect location for all types of commuters: AMAX is located right between I-680 and I-880. Warm Springs/South Fremont BART station and bus stops are within a 10-minute walking distance. 5 grocery stores, 6+ coffee/tea places, and numerous restaurants within 1 mile. Feel free to try the delicious fusions or grab your daily groceries after work!

About AMAX

Established in 1979, AMAX is a globally recognized leader in GPU-accelerated IT infrastructure, specializing in transforming standard IT systems into advanced, high-performance computing solutions. Catering to industries such as AI, cloud computing, autonomous vehicles, and high-performance computing, AMAX has set benchmarks in innovation, including pioneering liquid-cooled HPC systems for the semiconductor industry. With a global footprint spanning North America, Europe, and Asia, AMAX offers end-to-end services from design and manufacturing to deployment. Committed to addressing the growing demands of AI, AMAX delivers advanced solutions that help organizations achieve their technology goal and drive progress on a global scale.

Join Us

Become part of a diverse and inclusive team that values your technical expertise and innovative thinking. Together, we'll push the boundaries of what's possible in the hardware industry.

AMAX is proud to be an equal-opportunity employer. We welcome all applicants and provide equal employment opportunities regardless of age, race, gender, or other legally protected characteristics.