Remote Customer Success Manager | Imaging & Field Service

626; Boca Raton (FL); Remote; USD 50,000 - 65,000; Full time

Job summary

626 Opco, LLC is hiring a Customer Success Manager to build strong customer relationships and coordinate with Field Service Engineers to ensure successful service events. You will handle inquiries, schedule availability, and provide timely updates to maximize customer satisfaction.

The role emphasizes service quality, SLA adherence, and cross-functional collaboration with dispatch and billing teams, enabling smooth operations across regions.

Qualifications

• Problem-solving skills to resolve issues with efficiency and professionalism.
• Customer service skills and positivity to enthusiastically promote the 626 brand.
• Account management skills to own customer relationship with minimal oversight.
• Ability to relay information in fast-paced environments.
• Ability to multitask with different, and sometimes conflicting, events happening at the same time.

Responsibilities

• 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.
• Other work as assigned by manager

Skills

Problem solving

Customer service

Account management

Communication

Multitasking

Dispatching

Field service experience

High-volume CS

Education

High School Diploma or GED

Some college / degree preferred

Job description

626 Opco, LLC is hiring a Customer Success Manager to build strong customer relationships and coordinate with Field Service Engineers to ensure successful service events. You will handle inquiries, schedule availability, and provide timely updates to maximize customer satisfaction.

The role emphasizes service quality, SLA adherence, and cross-functional collaboration with dispatch and billing teams, enabling smooth operations across regions.