Customer Success Manager

Brinks Texas License #C00550

About Brinks:

Job Description

Job Summary:
As a Customer Success Manager you will be the primary point of contact for all customer concerns responsible for managing relationships and all customer communication. You will handle escalations project management problem resolution root cause analysis and more. Your role is crucial in ensuring customer satisfaction and navigating the organization to find timely resolutions for complex customer needs. Knowledge of Brinks internal systems is essential. You may also be responsible for managing a team covering a portfolio of accounts.

Key Responsibilities:

• Manage a team covering a portfolio of accounts ensuring effective team performance and customer satisfaction.

• Own a portfolio of customers as a single point of contact for all customer service needs focusing on our largest customers and key accounts.

• Assume ownership of service and support-related issues to ensure quick action and resolution while prioritizing the customer.

• Monitor customer satisfaction levels to ensure the highest quality of service.

• Prepare analyze and manage customer service relationships through service performance reporting SLA management and metrics including facilitating customer-facing Monthly and Quarterly Business Reviews and other performance-based meetings.

• Lead internal groups to evaluate and implement procedural and systematic solutions that meet customer needs while adhering to company strategy and business objectives and reduction in costs.

• Build and maintain strong working relationships with various levels of internal and external customers to drive operational improvements and the customer experience.

• Understand unique customer processes and needs responding to a wide variety of special customer service requests and inquiries.

• Collaborate with cross-functional teams including sales operations and other resources to provide deliverables that enhance customer relationships and meet customer expectations.

• Support planning strategies and initiatives to enhance the delivery of services to the customer.

• Perform other duties as assigned or necessary.

Professional Skills:

• Excellent interpersonal communication and presentation skills.

• Strong consultative analytical and problem-solving skills.

• Advanced influencing skills with the ability to view issues through both company and customer lenses.

• Successful track record of interacting with various mid- and high-executive level leaders within large financial institutions and commercial organizations.

• Ability to manage and prioritize multiple competing projects.

• Advanced change relationship management skills.

• Proficiency in PowerPoint Excel MS Products and executive-level communication.

• Advanced Understanding of Brinks Core Systems: iCash iINFO 24SEVEN Portal Track and Trace Salesforce iTrack CIT Warehouse BAMS Service Now Safe Server EBS Brinks Bridge.

• Ability to work extended hours/weekends on short notice to support business needs.

Preferred Qualifications:

• Bachelors degree in Business Marketing Logistics or related field.

• 5 years of experience in customer success account management or related roles.

• Knowledge of key systems and tools relevant to the role.

• Ability to travel on short notice to customer meetings and/or support Brinks branch operations.

Whats Next

Thank you for considering applying for a job at Brinks. To be considered for this position you must complete the entire application process which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brinks. For more information about future career opportunities join our talent network like our Facebook page or Follow us on X.

Brinks is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status marital status protected veteran status sexual orientation gender identity genetic information or history or any other characteristic protected by law. Brinks is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class.