Strategic Customer Success Representative (Northeast)

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, & proactively manage the end-to-end delivery of complex orders. Providing extensive post-land support across both our Glass and Architectural Aluminum business units, alongside CRL Hardware, the SCSR ensures our top clients view OBE as their indispensable, one-stop shop.

Responsibilities

Provide extensive, white-glove post-land support for Strategic Accounts across both AG (glass) and AGS (architectural aluminum) business units; Proactively track, map out, and communicate delivery schedules for glass, metal, and CRL hardware so orders arrive exactly when needed; Act as the definitive "one person" each strategic customer reaches out to, building deep relationships & ensuring they have the concierge service needed to be successful; Drive adoption in assigned accounts and provide basic technical support; resolve customer issues directly, tracking all interactions within the CRM; Act as the hub for client execution by engaging Customer Service Representatives, Estimating, Project Management, Engineering, & Operations when appropriate; Serve as the first line of defense for customer friction, effectively escalating issues to appropriate internal stakeholders when specialized operational intervention is required; Identify immediate opportunities to expand existing orders with add-on buys (e.g., pulling CRL hardware onto an active glass and aluminum package); Partner closely with Strategic Sales representatives to escalate potential up-sell/cross-sell opportunities identified through customer interactions; Facilitate a seamless, professional hand-off to Sales during account expansion and contract renewal phases

Requirements

5+ years of experience in high-touch customer service, project management, and/or sales; Proven experience working with large, complex organizations & managing a portfolio of multiple accounts simultaneously; Strong written and verbal communication skills tailored for interaction across all levels of an organization, from plant floors to executive boardrooms; Solid problem-solving and analytical skills with a strong attention to detail; Advanced skills in Microsoft Office (Word, Excel, Outlook) and direct experience with CRM systems; Building trusting relationships with top-tier dealer principals, customer executives, and internal cross-functional teams; A self-starter attitude focused on delivering flawlessly on existing commitments while continuously improving customer relations; 10% travel required for face-to-face dealer summits, major project site visits, or regional commercial alignments; 100% on-site/office-based; required to facilitate immediate collaboration with production, engineering, & scheduling teams

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 you can choose; A pay-for-performance culture with potential for annual raises and bonuses; Training – We will equip you with the knowledge and skills you need to succeed