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PM/AM/Customer Success Manager

Vaco
$33.00 - $37.00 / hr
United States, Florida, Tampa
Jan 13, 2025
Location: onsite in Tampa office, M-F
6 month contract-to-hire
Level:
associate, 2 years+ experience
Compensation: $35/hr and will convert to $75,000 + benefits & pto

Summary:This role is focused on ensuring an exceptional "customer experience" by establishing and maintaining a professional and positive relationship with the customer. This includes frequent and open communications, scheduled meetings, and demonstrating a high sense of urgency regarding their needs. The Account Manager monitors periods of performance, prioritizes services to maximize fulfillment on each order, reconciles orders after expiration, clears roadblocks with service partners, and provides oversight over the travel and expense reports process for overseas services.

Key Responsibilities:
  • Order Management and Strategy:
    • Review assigned service orders for accuracy and completeness.
    • Develop high-level execution strategies for their respective accounts, including prioritization, coordination (at times), and communication.
    • Assign awards to applicable regional staff for execution.
  • Team Oversight and Development:
    • Organize, train, and develop Coordinators to achieve a high degree of service delivery performance.
    • Provide oversight of day-to-day service activities, addressing problems and concerns.
    • Evaluate and report on subordinate skills and professional performance, making recommendations for employee career growth, training, and development.
  • Customer Relationship Management:
    • Mastery of contract requirements
    • Ensure prompt and proactive communications with customers to instill a sense of urgency.
    • Lead customer meetings and develop/deliver required scheduling reports and completion status updates.
    • Communicate the status of requests for quotes, proposals, orders received, and any changes to the installation base.
  • Performance Monitoring:
    • Monitor, measure, and report service activity levels and performance.
    • Report service metrics and key business indicators to service leadership on a weekly basis.
  • Service Execution and Support:
    • Manage escalations and prioritize systems in alarm or off-line status.
    • Address urgent matters as needed.
    • Host regular meetings with Coordinators to discuss challenges, open service cases, and overall division status, ensuring accurate and complete system information.
  • Additional Responsibilities:
    • Reconcile orders after expiration, ensuring proper closure and reporting.
    • Oversee travel and expense reports for overseas services.
    • Advise the service sales team in developing quotations, including time estimates and logistical considerations as warranted.
    • Inform the Director regarding staffing and other needs to best support the customer base.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

  • the individual's skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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