Customer Experience & Service Operations Leader

AMAX Engineering Corporation; Fremont (CA); Hybrid; 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 is seeking a Client Success Manager to lead the customer support function, ensure exceptional service delivery, and drive overall customer satisfaction. You will manage support teams, optimize processes, and foster long-term relationships with key customers.

The role collaborates with Sales on service offerings, manages Professional Services projects, and tracks customer satisfaction metrics to drive continuous improvement.

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 timely manner.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and project management skills.
• Conflict resolution and de-escalation expertise.
• Experience reviewing 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, 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

Relationship building

Customer focus

Communication

Problem solving

Project management

Multitasking

Stakeholder management

Team leadership

Analytical thinking

Negotiation

Education

College educated

Job description

AMAX is seeking a Client Success Manager to lead the customer support function, ensure exceptional service delivery, and drive overall customer satisfaction. You will manage support teams, optimize processes, and foster long-term relationships with key customers.

The role collaborates with Sales on service offerings, manages Professional Services projects, and tracks customer satisfaction metrics to drive continuous improvement.