Customer Portfolio Manager

Lead Customer Success at Command7 as a Customer Portfolio Manager!

Are you driven by customer satisfaction and passionate about leading teams to success? Command7, a nationwide leader in landscaping and snow management, is seeking a dynamic and experienced leader to fill our Customer Portfolio Manager position. If you have a strong background in account and operations management and thrive in a role where you can improve processes, foster customer growth, and enhance overall customer satisfaction, we’d love to have you join our team!

Responsibilities:

• Service Delivery Coordination: Ensure smooth execution of contractual service delivery that exceeds customer expectations.
• Customer Satisfaction: Manage teams and processes to ensure customer satisfaction and loyalty through proactive leadership.
• Process Improvement: Continuously improve the quality and efficiency of the customer experience.
• Revenue Growth: Facilitate revenue growth with existing customers by strengthening relationships and identifying new opportunities.
• Customer Success Ownership: Take accountability for overall customer success and satisfaction across assigned customer accounts.
• Culture of Accountability: Foster a team culture focused on accountability for delivering a positive customer experience and achieving business outcomes.
• Customer Onboarding: Own and manage the onboarding process for new customers to ensure a seamless transition from the Sales department.
• Customer Meetings: Facilitate and manage quarterly, semi-annual, and annual customer business reviews, ensuring alignment with customer needs and expectations.
• Scorecard & SLA Management: Track and manage customer scorecards and ensure adherence to Service Level Agreements (SLAs).
• Data Analysis & Reporting: Prepare reports and analyze customer service data and employee performance to optimize processes and resource allocation, driving customer satisfaction.
• Team Management: Monitor team queues to ensure all customer requests are addressed and followed up on daily.
• Invoicing Escalations: Collaborate with the Accounting department to resolve invoicing escalations in a timely manner.
• Service Provider Review: Partner with the VP of Field Operations to review service provider performance and margin findings.

Qualifications:

• Account Growth: Proven ability to meet and exceed customer account growth targets.
• Customer & Team Success: Passion for ensuring both customer and team success.
• Leadership Skills: Strong work ethic and demonstrated leadership abilities to effectively manage and inspire teams.
• Customer Service Expertise: Exceptional customer service skills, with the ability to foster strong relationships and resolve issues effectively.
• Communication Skills: Superior organizational, presentation, and communication skills (both verbal and written).
• Analytical Skills: Strong analytical abilities to interpret data, identify trends, and make data-driven decisions.
• Education: Bachelor’s degree in business or related field, or 4 years of experience in sales, business development, or account management.

What We Offer:

• Competitive Benefits Package: Enjoy paid time off, company-paid medical insurance, short and long-term disability, and life insurance.
• Financial Security: We offer a 401K plan with company match, plus access to dental, vision, and group life insurance plans, along with a Health Savings Account (HSA).
• Work-Life Balance: Convenient office hours, Monday through Friday, 8 am to 4:30 pm, providing a healthy work-life balance.
• Growth Opportunities: Be part of a fast-growing company with ample room for career advancement and professional development.
• Inclusive Work Environment: Command7 is an Equal Opportunity Employer, welcoming applicants from all backgrounds.
• Applicants must be able to pass a background check and drug test.