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About the role
Key responsibilities & impact- Serve as a primary point of contact for RoadRunner customers
- Promote customer retention, loyalty, and growth opportunities
- Ensure customer satisfaction and improve areas of dissatisfaction
- Manage multiple projects simultaneously
- Act as a bridge between customers and internal operating departments
- Oversee and resolve customer health issues across supporting areas
- Develop strategy and intervention plans with internal partners
- Stabilize and save at-risk client business
- Lead customer expansion and margin opportunities, including SWAP, diversion, optimization, and new opportunities
- Coordinate strategy quotes/estimates, customer approval, resources, timelines, milestones, progress, and issue tracking
- Perform customer retention risk and off-boarding activities
- Report to the Customer Success Manager and interact with customers, Operations, Finance, Customer Success Representatives, and Sales
Requirements
What you’ll need- Applicants must be authorized to work for any employer in the U.S.
- Employment visa sponsorship is not available.
- 2-3 years experience in a corporate customer service setting
- Ability to learn new software and systems
- Passion for business results and quality, with a strong sense of accountability, metrics and ownership
- Strategic thinking ability to grasp tactical details
- Strong verbal and written communication skills
- Ability to manage multiple projects, multitask, and prioritize conflicting assignments with minimal supervision
- Ability to organize/manage multiple priorities and adapt to changing business needs
- Strong analytical and problem-solving skills
- Bachelor's Degree OR 3+ years of experience in a Customer Success B2B role
Benefits
Comp & perks- 5% annual discretionary bonus
- Full-time non-exempt employment
- 0% travel required
- Equal opportunity employer and reasonable accommodations for qualified individuals with disabilities