Customer Success Manager

Job Description

Lead the Way as a Customer Success Manager!

Are you passionate about helping customers and building strong relationships? Join us as a Customer Success Manager! You'll be the go-to person for our clients, ensuring they have a great experience and addressing any issues that come up. Your role will involve managing customer satisfaction, driving retention campaigns, and finding ways to grow our business organically. You'll connect with key stakeholders, provide system training, and support customers with any technical issues.

If you enjoy working in a fast-paced environment and have a knack for problem-solving, we want to hear from you!

• Competitive Pay: $75,000 - $85,000 / year
• Work Site
  
  Location:
  
  Addison, TX
• Set
  
  Schedule:
  
  Monday through Friday, 9:00 a.m. to 5:00 p.m.
• Comprehensive Benefits:
  Medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career Growth:
  Career growth opportunities at ECAM
• Travel:
  Travel expectations vary, with daily visits to client sites within the market.

• Build and maintain strong, lasting customer relationships via phone, video, and email and provide a consistent customer experience to all assigned locations
• Identify and connect with key customer stakeholders in various positions within each assigned location
• Ability to identify and resolve problems promptly; gather and analyze information skillfully
• Mitigate customer issues and monitor incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed
• Prioritize and manage several open issues at a time while working with cross-departmental resources
• Consider the financial impact, operational impact, and the customer experience impact of decisions and actions both on internal and external customers
• Maintain an understanding of company products and technology platforms to support customers and resources in the field better
• Develop and identify an understanding of customer use and product value at each location and across a book of accounts
• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services
• Identify and execute upsell opportunities and leverage outside sales team as needed to increase product penetration at locations
• Provide system training to customers and onboard customers remotely
• Maintain system data integrity across multiple customer platforms
• Understand and navigate customer hierarchy and decision process
• Diagnose, research, identify, and troubleshoot some basic technical issues for customer generated requests
• Work within various video management systems
• Provide prompt follow-up to customers and ensure their satisfaction

• Authorized to work in the United States
• Able to pass an extensive screening process
• Bachelor’s degree or diploma in a business‑related field or equivalent experience
• Proficient in software such as Microsoft Excel, PowerPoint, Outlook, and Customer Relationship Management (CRM) software, including Salesforce.
• Knowledge of customer service practices.
• 3-5 years of experience in client‑facing account management, customer service, or direct sales experience in an entrepreneurial environment is strongly preferred.
• Experience supervising others strongly preferred.

• Strong relationship‑building via phone, video, and email
• Effective problem‑solving and analytical skills
• Ability to manage multiple issues and prioritize tasks
• High level of customer satisfaction and issue mitigation
• Understanding of financial, operational, and customer experience impacts
• Proficiency in company products and technology platforms
• Ability to identify upsell opportunities and support sales efforts
• Skilled in system training and remote onboarding
• Maintaining data integrity across platforms
• Navigating customer hierarchy and decision processes
• Basic technical troubleshooting skills
• Prompt and effective follow‑up with customers

ECAM, a Garda World company, is a…