Description

Client Development & Relationship Management:

• Serve as the primary point of contact for assigned house accounts and key customers.
• Build and maintain strong, trust-based relationships with customer stakeholders.
• Understand customer goals, priorities, and recurring fabrication needs.
• Conduct regular check-ins, follow-ups, and site visits to maintain engagement.
• Act as the customer advocate internally.

Account Coordination & Support:

• Coordinate with Estimating, Production, Procurement, Project Management, and Sales teams.
• Communicate customer expectations, priorities, and schedules clearly to internal stakeholders.
• Ensure smooth handoff from estimating/sales to execution teams.
• Proactively identify and resolve customer concerns before escalation.
• Assist customers with change orders, schedule adjustments, and scope clarification.

Customer Retention & Growth:

• Identify opportunities for repeat work and long-term account growth.
• Support cross-functional opportunities aligned with customer needs.
• Monitor account health, satisfaction, and feedback trends.
• Provide customer insights and improvement recommendations to leadership.

Market Intelligence & Strategy:

• Monitor industry trends, market conditions, competitor offerings, and emerging sectors.
• Identify new customer segments or fabrication opportunities that align with organizational capabilities.
• Communicate meaningful market insights to leadership and help drive long-term strategy.
• Participate in networking events, industry trade shows, and professional associations to better understand our customers’ challenges.

Documentation & Reporting:

• Maintain accurate records of customer interactions, bid history, opportunities, and contacts.
• Provide weekly or monthly sales forecasts, revenue summaries, and pipeline updates to management.
• Ensure CRM usage is up to date, clear, and maintained as the central source of truth.
• Prepare sales-related documentation, reports, and customer communication as needed.

Cross-Functional Collaboration:

• Work with Estimating, Operations, Project Management, and leadership to ensure alignment on delivery commitments.
• Communicate customer priorities, schedule risks, project conditions, and potential barriers proactively.
• Support internal teams during kickoff, additional scope changes, or contract negotiations when required.
• Promote teamwork, transparency, and accountability across all departments.

Requirements

Preferred:

• Bachelor’s degree in Business, Marketing, Communications, Engineering, or related field.
• Experience in customer success, account management, or client-facing roles.
• Understanding of fabrication processes, industry standards, and shop workflow.
• Familiarity with CRM platforms and sales pipeline management.
• Proficiency in relevant software applications, including MS Office Suite.
• Ability to present professionally to customers, leadership groups, and technical stakeholders.

Required:

• Minimum (5) years of experience in customer-facing, account management, or coordination roles.
• Strong communication and interpersonal skills to collaborate effectively with internal teams and customers.
• Ability to manage multiple accounts or opportunities in a fast-paced environment.
• Ability to prioritize tasks, meet deadlines, and maintain strong organizational discipline.
• Self-motivated, capable of working independently while representing company values.
• Customer-focused mindset with a solutions-oriented approach.

Summary

As a Customer Success Manager, you will be responsible for managing and strengthening long-term customer relationships while ensuring a consistent, positive customer experience throughout the project lifecycle. This role serves as the primary liaison between customers and internal teams, helping clients navigate schedules, scope changes, and solutions. Your focus is on customer retention, satisfaction, and long-term partnership development rather than transactional sales.