ApTask

Customer Success Manager

• Communicate professionally with clients by phone, email, text, and other approved communication channels
• Respond promptly to client questions, requests, concerns, and updates
• Maintain accurate and timely client records, notes, appointments, and follow-up activities in company systems
• Coordinate appointments, inspections, project updates, and other client-facing activities
• Proactively follow up with clients regarding project status, next steps, and expectations
• Identify potential client concerns early and work with the appropriate internal team to resolve them
• Ensure clients receive consistent, accurate, and professional communication throughout their experience with Cook Roofing
• Collaborate with sales, production, roofing crews, management, and administrative personnel
• Document important client interactions and maintain confidentiality of company and customer information
• Follow established procedures, communication standards, and quality expectations
• Contribute ideas to improve client satisfaction, communication, efficiency, and overall service quality

Client Success Associate

• Serve as a primary point of contact for clients throughout the customer journey
• Respond promptly and professionally to client questions, requests, and concerns
• Make outbound calls and follow up with clients regarding appointments, project updates, documentation, and next steps
• Maintain accurate and timely records in company systems and CRM platforms
• Coordinate communication between clients, sales, production, scheduling, and other internal teams
• Monitor client needs and follow up proactively to prevent communication gaps or delays
• Help resolve routine client concerns and escalate complex issues appropriately
• Set clear expectations and provide accurate information regarding company processes and services
• Maintain confidentiality and handle client information responsibly
• Follow company procedures, communication standards, and quality expectations
• Contribute to a positive client experience and help strengthen long term customer relationships