Customer Success Manager - Cobb Technologies

Cobb Technologies is consistently looking for talented and motivated team members to join our diverse and dedicated workforce. Cobb Technologies is the leading independent office technology dealer in Virginia and has been named one of the "Top Places to Work" by Richmond Magazine. Cobb offers a high-energy environment where the atmosphere is open, friendly, team-oriented, and where you are recognized for your contributions. Cobb's success is based on our corporate philosophy that employee satisfaction translates into customer satisfaction.

Cobb Technologies is looking for a new Customer Success Manager! In this position you will be the single point of contact for our customers and will be responsible for ensuring every customer you interact with has an exceptional customer experience.

Our Customer Success Managers build and maintain relationships with our customers by providing prompt and accurate service, and drive customer retention and growth by quickly facilitating customer requests and inquiries. To do so, our Customer Success Managers routinely post their daily work, hold a commitment to accurately reconciling billing, and use their strong organization skills when supporting delivery and service operations.

Primary Job Functions:

• Responsible for post-sales account management for an assigned base of business customers.
• Execute timely and accurate equipment billing.
• Enter, review and maintain customer and contract billing data.
• Audit and administer meter readings and service level billing requirements for the assigned customer base.
• Analyze billing and renewal reports and compare to contract terms to evaluate and assist with price increases and escalations.
• Initiate and maintain a positive contact with existing and potential customers.
• Identify the customer's needs for supplies and service.
• Ensure the timely and successful execution of customer requests.
• Provide back up for the SIMS Center and receptionists if necessary.

Working Procedures:

• Secure and place service and equipment supply orders taking into consideration delivery dates and inventory levels for fulfillment.
• Handle all correspondence and customer matters with the most care and in strict confidence.
• Set up and administer customer maintenance contracts.
• Conduct complex billing research and support internal and external customer report requests.
• Maintain current contract renewals and follow proper procedures.
• Manage customer escalations via quality customer relationships; providing status to external and internal customers.
• Records all specified data and maintains files in compliance with Company procedures.
• Liaise between the customer and internal teams.
• Respond to all individuals in a professional and courteous manner
• Receive oral and written instructions from the Director of Customer Success
• Coordinate Fleetview and Imageware Remote meter processing where applicable.
• Keep files and work area in a neat and orderly fashion.
• Follow company policy and safety regulations.
• Work overtime, weekends if necessary.
• Assume any additional duties that may be assigned.

Job Requirements:

• Highly self-motivated.
• Self-reliant.
• Understanding of SAP order to cash process.
• Ability to prioritize among competing tasks.
• Critical thinking and problem-solving skills.
• Keen attention to detail, accuracy and adherence to deadlines.
• Goal oriented/doesn't accept status quo.
• Highly assertive.
• Ability to interact with all personalities and able to work well in a team-oriented environment.
• Advanced knowledge of Microsoft Office, Excel and windows-based applications.
• Good communication and interpersonal skills.
• Natural relationship builder with integrity, reliability and maturity.
• Associate degree or higher preferred. May substitute experience in relative field for degree.
• Two or more years business to business customer service experience.
• Industry experience preferred.

Additional Details:

This is a full-time, Monday - Friday, opportunity, out of our Glen Allen, VA office. Competitive pay and benefits offered. Cobb Technologies has a thriving, collaborative culture. This is a place that focuses on energizing and inspiring our team to be the best they can be. Cobb Technologies is a company with awesome people who bring positivity, fun and passion to our mission.

• Private Technology Corporation
• Imprint (501c3 charitable arm of Cobb) focusing on the wellbeing of youth (a division of Cobb)
• 115+ Team Members Strong
• Six offices across the state of Virginia
• Dynamic, fun, family friendly culture
• Commitment to employee development
• Promotes community involvement and volunteer opportunities

The selected candidate will be required to complete a criminal history background check and drug screen.