Customer Success Manager

Gosvt; Brighton, Northern (MI, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

SVT is a value-added distributor of technology solutions and services, delivering a premier client experience. The Customer Success Manager will engage in daily proactive customer communication, manage tickets through their lifecycle, and monitor dashboards.

They will escalate issues when necessary and ensure follow-up with customers to achieve timely resolutions. Ideal candidates have at least three years of AV troubleshooting and customer service experience, excellent communication skills, and

Qualifications

• A high school diploma or GED is required.
• At least three years of AV troubleshooting and delivering customer service experience.
• Excellent communication and collaboration skills are essential.
• Strong leadership abilities are needed.
• High attention to detail and sense of urgency are desirable.

Responsibilities

• Engage in daily proactive customer communication and manage tickets from start to finish.
• Maintain and monitor customer dashboards and generate calls from dashboards as needed.
• Escalate complex issues to the appropriate team and ensure follow-up with customers.

Skills

AV troubleshooting

Customer service

Communication skills

Leadership

Detail-oriented

Education

High school diploma or GED

Job description

SVT is a value-added distributor of technology solutions and services, providing a premier client experience.Simply stated integrity is our infrastructure. Over 60 years of success in the technology industry has been a direct result of maintaining our core principles. By staying dedicated to our clients, committed to our workforce and loyal to our partners, we have firmly established a best-in-class cornerstone to our existence.Certifications and continuing education are a vital part of our ability to bring the best solutions to our customers. Our team members have clear career and training plans that encourage professional development to benefit themselves and our customers.

In addition, SVT is a member of both the National Systems Contractors Association (NSCA) and InfoComm International. We are currently certified through InfoComm as an Audio/Video Solutions Provider at the Emerald level. Other affiliations include Media Communications Association-International (MCA-I) and American Institute of Architects-Professional Affiliate (AIA-PA).

SUMMARY OF FUNCTIONS

The Customer Success Manager will engage in daily proactive customer communication. Their responsibilities include managing tickets throughout their lifecycle – receiving, claiming, creating, following up, and closing tickets from both new and existing customers. Additionally, they will maintain & monitor customer dashboards, generating calls from the dashboard as needed. Effective and professional communication with all customers is a key aspect of their role. If a resolution is beyond the Customer Success Manager’s scope, they will appropriately escalate the ticket to the relevant team and ensure follow-up with the customer until the issue or alert is resolved.

Duties and Responsibilities

• Works as part of Pro-Tech team to meet deliverables.
• Daily monitoring and maintenance of Utelogy platform
• Basic AV troubleshooting skills
• Provides ongoing status of open calls with customers.
• Effectively manages schedule to meet service SLAs.
• Identifies the need for additional resources and pulls in team members as needed.
• Identifies any opportunities with customers interested in future Pro-Tech or new install/solution refresh.
• Performs other project duties as required.

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Customer Experience Manager.

QUALIFICATIONS

A high school diploma or GED is required; At least three years of prior experience in AV troubleshooting and delivering customer service. Excellent communication skills and the ability to collaborate well with people are essential. Good leadership skills are needed. Desire someone with a high attention to detail and extreme sense of urgency.

PHYSICAL DEMANDS

The ability to communicate orally with management and other co-workers is important. Regular use of audio, video, telephone, and e-mail for communication is essential. Standing or sitting for extended periods is common. Hearing and vision within normal ranges is important for conversations, to receive ordinary information and to prepare or inspect building plans, blueprints, and drawings. Heavy lifting may be required. Exertion of up to 50 lbs. of force occasionally may occasionally be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers, and FAX machines or measuring tools is required. Able to understand and utilize architectural or engineering drawings, utilize financial reports and legal documents to conduct business.

WORK ENVIRONMENT

The job is performed indoors in a traditional office setting. Activities include extended periods of sitting and extensive work at a computer and/or calculator.

Travel

Travel is not part of this position’s regular functions. Travel may be required for special support situations or training and would be less than 10% annually.

For more information or to inquire about future openings for this position, please send a resume [e-mail]