Customer Success Manager

Our Material Handling Group is currently looking for a full-time Customer Success Manager for our Calumet City, IL branch. The expected annual salary for this position is $50,000 plus commissions.

The Customer Success Manager is responsible for increasing customer retention, strengthening customer relationships, driving service and parts revenue growth, identifying business opportunities, and improving the overall customer experience within the assigned territory. This position serves as the primary link between customers, branch operations, service, parts, and the Territorial Sales Representative.

Customer Success & Retention
Serve as the primary customer advocate. Maintain regular communication with customers. Build relationships with stakeholders and decision-makers. Conduct customer business reviews. Identify risks to customer satisfaction and retention. Support onboarding of new customers and promote long-term customer loyalty.

Customer Service & Account Management
Obtain customer purchase orders for service and parts work. Open new customer accounts. Maintain accurate customer records and contact information. Address customer concerns professionally. Communicate pricing updates and coordinate customer requests with branch personnel.

Service Business Development
Identify opportunities to grow service and parts business within existing and prospective accounts. Research businesses that may benefit from Alta offerings. Re-engage inactive customers. Identify opportunities for service agreements, PM programs, repairs, inspections, operator training, rentals, parts sales, fleet optimization and safety programs. Support branch growth through proactive customer engagement and territory development.

Quote Follow-Up & Revenue Generation
Follow up on outstanding quotations. Obtain customer feedback on repairs and maintenance recommendations. Convert quotations into purchase orders and scheduled work where possible. Assist in driving service agreement and PM program renewals.

Customer Intelligence & Market Development
Identify key customer relationships and decision-makers. Maintain customer intelligence. Track customer organizational changes and market opportunities. Provide customer insights and qualified opportunities to the Territorial Sales Representative.

Cross-Functional Coordination
Act as liaison between customers and branch operations. Coordinate with Service, Parts, and Branch Management. Escalate concerns appropriately and ensure resolution. Communicate customer needs, opportunities, and concerns to leadership.

Performance Monitoring & Analytics
Monitor service activity, PM compliance, and customer engagement. Maintain CRM records. Track retention and growth metrics. Provide actionable customer insights.

Qualifications
Strong communication, organizational, and relationship-building skills. Self-motivated and customer focused. Experience in customer success, operations, service, account management, business development, or industrial equipment industries preferred.

Success Measures
Customer retention, customer satisfaction, customer engagement, business reviews completed, new opportunities identified, inactive accounts reactivated, service and parts revenue growth, quote-to-purchase-order conversion, PM program growth, service agreement renewals, and quality of customer intelligence.

Position Purpose
Protect and expand existing customer relationships, increase customer retention, improve service and parts revenue, support branch growth initiatives, and ensure customers receive exceptional value and service.