Customer Success Manager - Formation, stage

626; Lorida (FL); Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Health Savings Account (HSA)

Financial Benefits

Company-Paid Life Insurance

Supplemental Life Insurance

Company-Paid Short-Term Disability

Long-Term Disability

Paid Holidays

Job summary

626 is a nationwide provider of diagnostic imaging equipment service, maintenance, asset management, and lifecycle solutions. A Customer Success Manager manages assigned customer relationships and works with Field Service Engineers to ensure a successful service event and an exceptional service experience.

You will coordinate with customers and the 626 team, provide detailed updates, uphold service level agreements, obtain POs when needed, and support billing with timely communications.

Qualifications

• 2+ years of experience in a high-volume customer service role preferred.
• Prior experience working in a Field Service / Equipment Maintenance industry is a plus.
• Knowledge of computers for scheduling and other dispatching duties.
• Account management skills to own customer relationship with minimal oversight.
• Customer service skills and positivity to enthusiastically promote the 626 brand.

Responsibilities

• Manage assigned Customer relationships and coordinate with 626 Field Service Engineers to ensure a successful service event.
• Provide customers with an exceptional service experience by handling incoming service requests efficiently.
• Coordinate availability of Field Service Engineers in adherence to SLAs and provide quality customer updates throughout dispatch and service processes.
• Follow regular quoting practices to ensure transparency around costs and obtain formal POs when necessary.
• Conduct weekly work order reviews and communicate with the billing team on delays to support accurate billing and regional financials.
• Partner with Regional Scheduling Leads to provide customers details related to service events.
• Coordinate with Parts Procurement to obtain status on open parts orders for future scheduling.
• Escalate to Regional Director or Escalations team as needed to meet customer needs.

Skills

Customer service

Account management

Scheduling/dispatch

Communication

Brand promotion

Education

High School Diploma or GED

Job description

Join Our Team At 626, we're more than a medical imaging service company – we're a team of problem-solvers dedicated to helping healthcare providers deliver exceptional patient care. Every day, our employees play a role in keeping critical medical imaging equipment operating so patients receive the care they need, when they need it.

626 is a nationwide provider of diagnostic imaging equipment service, maintenance, asset management, and lifecycle solutions. Our team partners with healthcare organizations across the country to deliver responsive service, technical expertise, and innovative solutions that maximize equipment uptime and improve operational efficiency.

Customer Success Manager

Location: Remote from Georgia, North/South Carolina, Florida, New York, California...

Employees will work a 40 hour workweek with the following shift options:

• Overnight: Saturday- Wednesday 4:00 PM–1:00 AM
• All shifts are available across all time zones.

A Customer Success Manager at 626 manages assigned Customer relationships and works with 626’s Field Service Engineers to ensure a successful service event. They are responsible for providing 626’s Customers with an exceptional service experience by handling their incoming service requests efficiently, coordinating availability of 626 Field Service Engineers in adherence to service level agreements and providing excellent customer service. An exemplary Customer Success Manager provides quality customer updates throughout the dispatch and service processes to maximize customer satisfaction.

• Manage accounts for 626 to ensure a positive and stable customer relationship.
• Effectively manage service events by communicating with both the Customer and 626 service team to ensure clarity throughout the service process.
• Provide accurate and detailed customer updates as applicable for all service events and customer requests.
• Execute on customer contractual coverages to ensure service level agreements are upheld throughout dispatch and service processes.
• Follow 626’s regular quoting practices to ensure there is transparency around cost of time and materials service throughout each relevant service event and obtain formal POs when necessary.
• Conduct weekly work order reviews and communicate with the billing team on any delays in performance of service or closure of work orders to support efficient billing and accurate regional financials.
• Partner with Regional Scheduling Leads to provide customers details related to service events.
• Coordinate with Parts Procurement to obtain status on open parts orders required for future service scheduling.
• Identify when escalation to Regional Director or 626 Escalations team is necessary to meet customer needs and resolve imminent or potential future issues.
• Customer service skills and positivity to enthusiastically promote the 626 brand
• ~ Account management skills to own customer relationship with minimal oversight
• ~ Knowledge of computers for scheduling and other dispatching duties
• ~ 2+ years of experience in a high-volume customer service role preferred
• ~ Prior experience working in a Field Service / Equipment Maintenance industry is a plus

Full-time as assigned by shift

Travel :

No regular travel is needed for this position.

High School Diploma or GED required

• Medical Insurance
• Dental Insurance
• Health Savings Account (HSA)
• Financial Benefits
• Company-Paid Life Insurance
• Supplemental Life Insurance
• Company-Paid Short-Term Disability
• Long-Term Disability
• Paid Holidays