Strategic Accounts Customer Success Lead

climateproscx; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Climate Pros seeks a Customer Success Supervisor to backfill CSMs, coordinate field service, billing, and account support, and ensure top-tier customer satisfaction. You will manage SLAs, KPI reporting, and onboarding materials while collaborating with branches, billing, IT and sales to meet contractual expectations.

Ideal candidates bring 5+ years in clerical/administrative roles, strong MS Office skills, and excellent communication.

Qualifications

• Excellent oral and written communication skills.
• Strong communication skills.
• Detailed and accurate.
• Strong organizational skills.
• Good problem-solving skills.
• High School Diploma, associate degree preferred.
• 5+ years of clerical or administrative experience.
• Computer knowledge must include MS Office- Word, Excel, and Outlook.
• Operation of general office equipment.

Responsibilities

• CSS will be the primary backfill for the CSM and must be consistently aligned.
• The CSS may be assigned as primary account manager for smaller or regional accounts.
• The CSS will be a key point of contact for all daily business items that impact customer experience with Climate Pros.
• Monitor and maintain customer work order networks and refrigerant tracking websites as assigned.
• Track Service Level Agreements (SLA) performance for assigned accounts.
• Prepare monthly KPI reports and scorecards for key customers.
• Manage and update content of customer playbooks and onboarding materials.
• Lead and resolve high-severity requests or escalations within assigned accounts.

Skills

Communication skills

Written communication

Detail oriented

Organizational skills

Problem solving

MS Office proficiency

Office equipment operation

Education

High School Diploma

Associate degree preferred

Tools

MS Office - Word, Excel, Outlook

Job description

Climate Pros seeks a Customer Success Supervisor to backfill CSMs, coordinate field service, billing, and account support, and ensure top-tier customer satisfaction. You will manage SLAs, KPI reporting, and onboarding materials while collaborating with branches, billing, IT and sales to meet contractual expectations.

Ideal candidates bring 5+ years in clerical/administrative roles, strong MS Office skills, and excellent communication.