Job Description

Job Summary:

We are looking for a Customer Success Manager to join our business development team. The Customer Success Manager position is responsible for developing customer relationships that promote retention and loyalty. The Customer Success Manager will work closely with customers to ensure they are satisfied with the Herc-U-Lift’s services. This is a fast-paced position that needs an experienced, driven individual with a proven track record for establishing, building and maintaining relationships. 

Duties/Responsibilities:

• Be the main point of contact between the company and a number of customer accounts
• Maintain a cadence of communicating and/or visiting with customers about their customer experience with Herc-U-Lift.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
• Provide insights to customers to ensure that they get the most out of Herc-U-Lift’s services with the aim of helping grow our customer base.
• Understand customer outcomes and communicate account reviews by analyzing customer fleet metrics such as cost per running hour, equipment age, rental usage. Offer recommendations that provide the best overall value to the customer and their operation.
• Present and advise customers on Herc-U-Lift’s Planned Maintenance program.
• Present and advise customers on customer repair estimates recommended by the Service Department.
• Collaborate closely with New Equipment Sales & Service Technicians to support customers, renewals, and expansion opportunities.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Proficient in Microsoft Office Suite.
• Technical aptitude and ability to learn software programs as needed
• Excellent written and verbal communication skills.
• Verifiable analytical skills and experience in making sound business decisions.
• Self-motivated and driven.
• Time management and attention to detail.
• Experience with customer service.
• Experience supervising & coordinating with others.
• Ability to effectively present information and respond to questions from groups of top managers, employees, executives, clients, customers and the general public
• Knowledge of material handling industry desired
• Must reside in the assigned territory.
• Must possess a valid driver’s license.

Education and Experience:

• High school diploma or GED
• Associates degree or vocational school training preferred
• Material handling and/or transportation and logistics industry experience a plus

Physical Requirements:

• Prolonged periods sitting at a desk.
• Must be able to lift up to 15lbs at times.

Benefits:

• Medical (and FSA/HSA plans), dental and vision insurances.
• Paid time off and holidays.
• Company paid basic life insurance.
• Supplemental term life insurance.
• 401(k) with match.
• Short- and long-term disability.
• Group accident and critical illness insurance.
• Safety glasses and boot program.
• Tuition reimbursement and in-house training.

Herc-U-Lift, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

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