Customer Success Representative Southwest- Remote

The Strategic Customer Success position supporting the Southwest Region provides extensive post-land support for Strategic accounts across both AG (glass) and AGS (architectural aluminum) business units.

This position will engage with the customers actively and consistently throughout the order processing and delivery to drive customer satisfaction.

This position will provide basic technical support to ensure customer satisfaction and resolves customer issues and escalates issues when other internal stakeholders are needed.

In the Strategic Customer Success position, you will partner with the Strategic Sales representatives to escalate potential up-sell / cross-sell opportunities and facilitate a seamless hand-off to during the expand and renewal process.

This role will play a pivotal role in fostering relationships with customers, sales team and internal partners. We pride ourselves on fostering a collaborative and results-driven environment.

Preference will be given to candidates in the Central, Mountain, or Pacific time zones.

Key Responsibilities

• Provides extensive post-land support for Strategic Accounts across both AG (glass) and AGS (architectural aluminum) business units
• Engages with customers actively and consistently throughout order processing and delivery to drive customer satisfaction
• Drives adoption in assigned accounts, providing basic technical support to ensure customer satisfaction
• Resolves customer issues, escalating issues when other internal stakeholders are needed
• Engages Customer Service Reps, Estimating, Project Management, Engineering, and Operations when appropriate
• Identifies opportunities to expand with add-on buys
• Escalates potential up-sell / cross-sell opportunities identified through customers interactions to appropriate Sales Rep
• Engages and facilitates seamless hand-off to Strategic Sales Reps during the expand and renewal phases
• Logs / tracks customer interactions and issues in CRM

Key Competencies

• Building Trusting Relations
• Driving Successful Customer Engagements
• Initiating Action
• Sustaining Customer Satisfaction
• Driving for Results

Professional Experience / Qualifications

• Bachelor's Degree or equivalent work experience preferred
• 5+ years of experience in customer service, Project management, and / or sales
• Experience working with large, complex organizations preferred
• Experience in the glass & glazing industry, construction or building products
• Results oriented, ensuring we deliver on existing commitments while also working to continuously improve relations with customers
• Strong written and verbal communications skills to all levels of an organization
• Solid problem solving, and analytical skills required
• Strong attention to detail
• Strong organizational and interpersonal skills
• Self-starter attitude
• Results focused
• Advanced skills in Microsoft Office Software (Word, Excel, Outlook)
• Experience working with CRM systems

Other

• Will be managing multiple accounts
• 10-25% travel required

Who we are

At OBE, together, we build excellence every day we are driven by our passion to lead our industry and build a sustainable future, we focus on exceeding customer expectations and delivering innovative solutions.

We succeed through the dedication of our empowered teams and partners who fuel our ambition to achieve excellence in the markets where we have a right to win.

We believe safety, integrity, performance culture, teamwork, customer centricity , and agility are at the core of who we are and how we operate each day to achieve success.