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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 are

At 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