Customer Experience & Service Operations Lead

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, established in 1979, is a globally recognized leader in GPU-accelerated IT infrastructure, transforming standard IT systems into high-performance computing solutions for AI, cloud computing, autonomous vehicles, and HPC. The Client Success Manager will lead the customer support function to ensure exceptional service and satisfaction.

Join AMAX’s diverse, inclusive team with a global footprint and end-to-end services from design to deployment.

Qualifications

• 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

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

Skills

Customer relationships

Communication

Project management

Problem solving

Conflict resolution

Prioritization

Organizational skills

Education

College degree

Job description

AMAX, established in 1979, is a globally recognized leader in GPU-accelerated IT infrastructure, transforming standard IT systems into high-performance computing solutions for AI, cloud computing, autonomous vehicles, and HPC. The Client Success Manager will lead the customer support function to ensure exceptional service and satisfaction.

Join AMAX’s diverse, inclusive team with a global footprint and end-to-end services from design to deployment.