Customer Success Team Lead

Job Summary

The Customer Success Supervisor (CSS) is a customer-facing position and provides support for our strategic and national accounts. CSS is the primary backfill for the CSM in their absence. CSS is the primary customer liaison for Climate Pros, responsible for coordinating field service, billing, account support, compliance, preventive maintenance, QBR scheduling, and other key touchpoints that influence customer satisfaction. The CSS is responsive to client needs and collaborates effectively within cross-functional teams, demonstrating flexibility and initiative in a fast-paced environment.

Duties and Responsibilities

• CSS will be the primary backfill for the CSM and must be consistently aligned.
• The CSS may be assigned as primary account manager for smaller or regional accounts. These assignments are key to customer growth as well as CSS personal development.
• The CSS will be a key point of contact for all daily business items that impact customer experience with Climate Pros.
• Ensure that dispatches in "For Review" are being processed in a correct and timely manner
• Monitor and maintain customer work order networks and refrigerant tracking websites as assigned
• Track Service Level Agreements (SLA) performance for assigned accounts
• Track and highlight recurring customer site issues
• As assigned, prepare monthly KPI reports and scorecards for key customers
• Manage and update content of customer playbooks and on boarding materials
• Process NTE increases requests in customer work order networks and in-house software for customers/s as assigned
• Work closely with the Customer Success Manager, Service Manager, and Branch Managers to elevate and resolve customer issues in an efficient and timely manner
• Process and track Manufacturer warranty claims
• Lead and find a resolution when high-severity requests or escalations occur within assigned accounts.
• CSS will work with the billing teams to ensure that invoices are timely and
• CSS will track and manage Customer Specific KPls and address issues that inhibit achieving or exceeding agreed upon goals.
• CSS will be responsible for Quarterly Business Review planning and preparation.
• CSS will make safety in the workplace the number one priority within the team and while dealing with customers.

Internal Interactions

• CSS interacts collaboratively with cross-functional stakeholders to ensure alignment with account expectations and contractual agreements.
•  Daily interaction with branches, billing, IT and sales is necessary to achieve the expected level of customer satisfaction

Skills, Education, and Competencies

• Excellent oral and written communication skills
• Strong communication skills
• Detailed and accurate
• Strong organizational skills
• Good problem-solving skills
• High School Diploma, associate degree preferred
• 5+ years of clerical or administrative experience
• Computer knowledge must include MS Office- Word, Excel, and Outlook
• Operation of general office equipment
  

Physical Requirements and Working Conditions

Work is performed in a normal office environment or during customer and job-site visits.

• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.

Climate Pros is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

In alignment with Climate Pros’ values and applicable laws, we are committed to promoting pay transparency and equity. Compensation within the stated range will vary based on the candidate’s job-related knowledge, skills, and experience. Final offers will be tailored to the individual’s qualifications and potential contribution.