Customer Success Manager

Doyle Electric, Inc. is seeking a motivated and experienced Customer Success Manager to join our team, This is a Remote (work from home) position. The Customer Success Manager will be responsible for building and maintaining strong relationships with our clients, ensuring they receive the highest level of service and support. The ideal candidate will be a proactive problem-solver with excellent communication skills and a passion for customer satisfaction.

Responsibilities:

• Serve as the primary point of contact for assigned clients, understanding their needs and ensuring their satisfaction.
• Develop and maintain strong, long-lasting relationships with clients.
• Proactively communicate with clients to provide updates, address concerns, and identify opportunities to enhance their experience.
• Work closely with the operations and service delivery teams to ensure client expectations are met and exceeded.
• Coordinate and facilitate regular meetings with clients to review project progress, address any issues, and gather feedback.
• Identify and resolve client issues in a timely and effective manner, escalating complex issues as needed.
• Advocate for the needs of clients within the company, working to improve processes and services.
• Track and report on key customer success metrics, such as client satisfaction, retention, and growth.
• Identify opportunities for upselling and cross-selling additional services to existing clients.
• Collaborate with the sales team to ensure a smooth transition of new clients and develop strategies for account growth.
• Maintain accurate and up-to-date records of client interactions and activities.
• Stay up-to-date on industry trends and best practices in customer success.

Qualifications:

• Proven experience as a Customer Success Manager or similar client-facing role, preferably in the electrical services or construction industry.
• Strong understanding of electrical services and projects is highly desirable.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build and maintain strong relationships with clients at all levels.
• Demonstrated ability to manage client expectations and resolve issues effectively.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and deadlines.
• Proactive and results-oriented with a strong focus on client satisfaction.
• Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite.