Brink's
Pay Range
61,700.00 - 77,100.00 USD Annual
Location
Seattle, WA
Sacramento, CA
Oakland, CA
Los Angeles, CA
Long Beach, GA
San Diego, CA
About Brink's The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services.
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 for ensuring customer satisfaction and navigating the organization to find timely resolutions for complex customer needs.
Key Responsibilities
Retain an established book of business that requires frequent interaction with multiple internal resources.
Own a portfolio of customers as a single point of contact for all customer service needs, focusing on 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.
Lead internal groups to evaluate and implement procedural and systematic solutions that meet customer needs while adhering to company strategy and business objectives and reducing 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 many different segments in 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 Brink’s Core Systems: iCash, iINFO, 24SEVEN Portal, Track and Trace, Salesforce, iTrack, CIT Warehouse, BAMS, ServiceNow, Safe Server, EBS, Brink’s Bridge.
Ability to work extended hours/weekends, on short notice, to support business needs.
Preferred Qualifications
Bachelor’s 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 Brink’s branch operations.
Brink’s 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 of any protected class.
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Location
Seattle, WA
Sacramento, CA
Oakland, CA
Los Angeles, CA
Long Beach, GA
San Diego, CA
About Brink's The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services.
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 for ensuring customer satisfaction and navigating the organization to find timely resolutions for complex customer needs.
Key Responsibilities
Retain an established book of business that requires frequent interaction with multiple internal resources.
Own a portfolio of customers as a single point of contact for all customer service needs, focusing on 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.
Lead internal groups to evaluate and implement procedural and systematic solutions that meet customer needs while adhering to company strategy and business objectives and reducing 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 many different segments in 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 Brink’s Core Systems: iCash, iINFO, 24SEVEN Portal, Track and Trace, Salesforce, iTrack, CIT Warehouse, BAMS, ServiceNow, Safe Server, EBS, Brink’s Bridge.
Ability to work extended hours/weekends, on short notice, to support business needs.
Preferred Qualifications
Bachelor’s 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 Brink’s branch operations.
Brink’s 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 of any protected class.
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