The Strategic Customer Success position supporting the Midwest 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 time zone.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 and 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 areAt 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.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or appli ant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity