Strategic Customer Success Representative (Mid-Atlantic)

The Strategic Customer Success Representative (SCSR) serves as the ultimate, single point of contact and premier concierge service for our highest-value, top-tier strategic dealers. Managing a portfolio of multiple accounts totaling approximately $30 million in annual revenue, this high-touch role is designed to eliminate friction, anticipate project bottlenecks, and proactively manage the end-to-end delivery of complex orders.

Responsibilities

Provide white-glove post-land support for strategic accounts across Glass and Architectural Aluminum business units; Act as the single point of contact for top-tier strategic dealers; Proactively track, map out, and communicate delivery schedules for glass, metal, and CRL hardware; Resolve customer issues directly and track interactions in CRM; Collaborate cross-functionally with Customer Service, Estimating, Project Management, Engineering, and Operations; Escalate issues to appropriate internal stakeholders; Identify opportunities to expand existing orders with add-on buys; Partner with Strategic Sales to escalate up-sell/cross-sell opportunities

Requirements

5+ years of experience in high-touch customer service, project management, and/or sales; Proven experience working with large, complex organizations and managing a portfolio of multiple accounts simultaneously; Strong written and verbal communication skills tailored for interaction across all levels of an organization; Solid problem-solving and analytical skills with a strong attention to detail; Advanced skills in Microsoft Office Software (Word, Excel, Outlook); Direct experience working with CRM systems

Nice to have

Bachelor's Degree or equivalent work experience; Dedicated experience in the glass & glazing industry, commercial construction, or building products sector

Benefits

Industry competitive benefits at the lowest cost to the employee; PTO and holidays, including floating holidays; Pay-for-performance culture with potential for annual raises and bonuses; Training to equip knowledge and skills needed to succeed