Job Description
Job Description
Brinks Texas License #C00550
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. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries.
We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.
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 Brink's 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 Brink's Core Systems: iCash, iINFO, 24SEVEN Portal, Track and Trace, Salesforce, iTrack, CIT Warehouse, BAMS, Service Now, 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.
What's Nex t? Thank you for considering applying for a job at Brink's. 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 Brink's. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.
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 or any other characteristic protected by law. Brink's 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.
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