Associate Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🌲 North Carolina, Texas – Remote

🌲 North Carolina – Remote 🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Smart Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🍽️ Food & Beverage

🏥 Healthcare

📦 Logistics

Food & Beverage • Healthcare • Logistics

Smart Care is a company that specializes in the repair and maintenance of foodservice equipment, ensuring that grocery stores, convenience stores, restaurants, and non-commercial foodservice providers remain operational and efficient. With a focus on improving uptime and reducing operating costs, Smart Care offers a wide range of services, including equipment repair, maintenance, design, and installation for both hot side and cold side equipment such as ovens, fryers, refrigeration systems, and HVAC systems. The company is notable for having over 1000 technicians across 50 provider locations in the United States and has been named the 2024 Foodservice Equipment Repair and Maintenance Company of the Year. Smart Care emphasizes professional service, social impact, and community support, while also providing career opportunities with competitive pay and mentorship programs.

📋 Description

• Manage the full inside sales process from customer identification to closing, ensuring a smooth handoff to field and field support teams • Optimize workflows for responding to inbound inquiries and following up on outbound opportunities • Drive upselling and cross-selling initiatives to grow existing accounts • Oversee day-to-day customer service operations including call handling, service scheduling, and issue resolution • Implement and refine support processes to improve response times, customer satisfaction, and first-call resolution • Handle escalations and ensure high-quality outcomes for complex service issues • Monitor customer feedback to reduce churn and increase satisfaction scores • Lead, coach, and develop the customer success team • Set KPIs and performance goals aligned with objectives • Provide training, mentorship, and feedback • Collaborate with field operations, field support, and marketing teams • Conduct proactive outbound follow-up with lost and reducing-street customers to regain business (75%) • Oversee large-scale, regional, and national account rollouts to capture and retain awarded business and deliver an exceptional customer experience (25%)

🎯 Requirements

• 2-3 years of experience in customer service, inside sales, or operations • Prior Supervisory experience with 2-3 direct reports, Preferred • Background in a service-based industry, preferably field service (HVAC, plumbing, equipment maintenance, etc.) • Strong leadership and people management skills; experience building and scaling teams • Proven track record of improving customer satisfaction and sales performance • Proficient in CRM and customer support platforms (e.g., Salesforce, HubSpot, Zendesk, ServiceTitan, or similar) • Excellent communication, problem-solving, and organizational skills • Experience with field service software (e.g., ServiceTitan, FieldEdge, Jobber) • Understanding of scheduling logistics, dispatch, and technician workflows • Familiarity with sales enablement strategies and customer lifecycle management