Job Description:
The customer success manager at Appliance Innovation is responsible for day-to-day operation of a regional customer service department. Strong communication skills are essential, as is the ability to understand and resolve foodservice equipment issues from end to end. This includes coordination of shipping and installation, ensuring any problems that come up are properly resolved – all done cheerfully and to the highest quality standards.
The customer success manager also monitors metrics, analyzes feedback, and addresses potential areas of improvement. This requires a keen awareness of what best in class customer service entails.
Responsibilities:
- Ensure customer orders are fulfilled on time and accurately
- Coordinate equipment installation and ensure employee training on that equipment is fulfilled
- Troubleshoot and resolve any issues
- Follow up and document field activity to ensure ongoing customer satisfaction and field success
- Work directly with the operators, coordinating one-on-one coaching to ensure adherence to best practice procedures
- Coordinate “ride along” fieldwork focusing on technical competencies, safety, and service, building relationships and driving customer retention
- Effectively communicate field learnings to product development team, resulting in continuous product improvement
Qualifications:
- Associate degree or higher (bachelor’s preferred) and two years of people management experience. – or equivalent work experience
- Commercial kitchen equipment administration, hospitality/hotel, restaurant, or business service industry experience preferred
- Proven record of meeting customer needs, quality service delivery, meeting business objectives, and the ability to lead a field service team
- Good decision-making & problem-solving skills when handling challenging situations in a fast-paced environment
- Prior experience monitoring/assessing performance of yourself, other individuals, and organizations to make improvements or take corrective action.
This position offers a competitive salary along with opportunities for professional growth and development. If you possess the required qualifications and are looking to take on a challenging role as a Customer Success Manager, we encourage you to apply.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
- Weekends as needed
Experience:
- Foodservice Equipment: 5 years (Required)
- Customer Service: 5 years (Required)
Ability to Commute:
- Richardson, TX 75081 (Required)
Work Location: In person