Customer Success Manager

Description

• Transition newly acquired clients to Account Manager/Day 2 Services as appropriate.
• Communicate to the project team (internal and external partners) the final schedule (including lead times), scope of services, and project description to ensure clarity and understanding for excellent project execution.
• Maintain a current working knowledge of industry trends, market conditions and related products, applications, and design concepts.
• Confer with project personnel to provide technical advice and resolve problems.
• Execute project management, following standard project management processes and guidelines.
• Work with Sales Operations Director to determine when additional Project Management department assistance is needed and scope of additional support.
• Communicate and sell design, installation, project management, and other services as appropriate.
• Represent Pivot Interiors at client project/construction meetings with the contractor, client, and building management parties.
• Assess risk with site evaluation, project design, and scope of work, and make appropriate recommendations to mitigate risks.
• Foster and manage strong relationships with clients.
• Obtain acceptance from client representative upon completion of project.
• Work with accounting department to provide prompt and courteous follow-up and investigation of delinquent accounts as necessary.
• Execute successful handoff from Business Developer and work with the project team to define the scope for assigned projects, plan required resources, and schedule, and manage project execution and project close-out including punch items.
• Confirm project pricing including discounting and margins, leveraging all budget quoting tools and platforms.
• Ensure swift resolution of punch-list and outstanding items.
• Facilitate changes to the scope of work and obtain approved change orders as needed.
• Responsible for accurate specifications; fabrics, finishes, and discounting (within margin guidelines), on all final proposals submitted to clients.
• Perform special analysis and/or planning (site verification, phasing of product for order entry, request installation quotes, etc.).
• Ensure that installation work is executed in compliance with the contracted scope of services.

Requirements

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to read and analyze architectural drawings and blueprints. Ability to write reports, and business correspondence (such as proposals, quotations, and letters), in English. Ability to effectively present information, written and verbal, in English, and respond to questions from groups of managers, clients, vendors, and the public.

MATHEMATICAL SKILLS

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS, IMMUNIZATION RECORDS

Healthcare clients may require documentation or other proof of COVID-19 vaccination, including proof of booster (original monovalent booster and/or updated bivalent booster).

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages,

While performing the duties of this job, the employee is regularly required to sit, concentrate intensely; talk and hear. The employee frequently is required to stand, walk; and use hands to finger, handle, or feel, and operate a computer keyboard, mouse, and telephone keypad. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds with assistance and/or equipment. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

LANGUAGE SKILLS

area, circumference, and volume. Ability to apply the algebraic and geometric concepts involved in project

design desirable.

REASONING ABILITY

• Excellent communication, - writes, speaks, and presents information accurately, concisely, and compelling across communication settings and to a variety of audiences.
• Performance-driven professional with strong technical skills.
• Proficiency in a variety of Project Management concepts, practices, and procedures.
• Ability to uphold the importance of being customer focused, always acting with customers in mind and dedicated to meeting the customer’s expectations, adjusting the strategy as needed.
• Ability to build and sustain productive working relationships and networks across verse people and departments.
• A bachelor’s degree (B. A.) from a four-year college or university, architectural or interior design school. Three to five years of related experience and/or training (such as project administration or project management or interior design)
• Has experience working knowledge with furniture systems and electrical/cabling issues essential. General understanding of building systems and building codes essential.
• Effective communicator/influence with attention to detail and the ability to manage multiple projects.
• Proficiency in Microsoft Office Suite, Word, Excel (good, better, best scenarios), and PowerPoint (Finish approval documents).
• Proficiency with various CRM and Project Management software tools.
• Must possess a valid driver’s license and a good driving record.
• Strategic thinker with quality and depth of decision-making.
• Previous project-related supervisory experience is required. Demonstrated ability to logistically plan all phases of the project cycle essential.
• Ability to rely on experience and judgment to manage competing priorities and independently plan and accomplish goals.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance