Customer Success Manager

Job Description

Hexagon Agility is the leading global provider of highly-engineered and cost-effective compressed natural gas, liquid natural gas, propane, and hydrogen fuel systems and Type 4 composite cylinders for medium- and heavy-duty commercial vehicles. Our portfolio of products also includes the production of high-performance, modular battery packs for commercial vehicles. Our solutions enable the safe and effective use of natural gas, propane, and hydrogen as a transportation fuel. These clean fuels reduce greenhouse gas and other air emissions and save money for fleet operators and their customers. To learn more about Hexagon Agility, please visit our website at

We are currently seeking a Customer Success Manager. This position will be based out of our Salisbury, NC., Lincoln, NE or Rialto, CA locations and daily office attendance is required. Occasional travel may be required.

Overview:

The Customer Success Manager will be the liaison between our company and its current and potential customers. The successful candidate will take ownership for effectively managing customer technical issues, complaints and inquiries, while holding our team accountable to customer expectations and keeping customer satisfaction at the core of every decision and behavior.

Responsibilities:

Focus on building and maintaining long-term, strategic relationships with our most valuable clients

Be a dedicated resource to ensure our customers’ satisfaction and success

Cultivate strong, mutually beneficial relationships with key accounts

Identify and resolve client issues, acting as a point of contact and advocate for their needs within the company

Maintain clear and consistent communication with clients and internal staff

Coordinate efforts across different departments to ensure seamless service and support for key accounts

Interact with staff at repair centers needing assistance with diagnosis and repair

Check for existing information through research of manuals and technical resources to provide diagnostic guidance and/or repair information

Process parts orders as needed to fulfill customer's needs

Determine warranty eligibility and approve warranty repair in accordance with warranty policies and procedures

Collaborate with support teams and escalate complex problems to facilitate concern resolution

Accurately record case information and communication using company computer system

Keep up to date on all known product concerns and information updates in addition to staying up to date on all available internal training

Attend routine meetings with key accounts to monitor unit down tracking and fleet support needs

Educational Experience:

Associate’s degree in automotive technology or an equivalent field experience is a plus

Certifications for CNG and or LNG systems, engines, safety, inspections, maintenance, diagnostics, repair, troubleshooting, and installations are a plus

Skills and Qualifications:

2+ years of experience as a service administrator or advisor in a related industry

Strong communication skills, both written and verbally, are crucial

Proficient in computer software and programs

Ability to handle customer interactions professionally and empathetically

Strong attention to detail with accuracy and thoroughness

Independently manage time effectively, prioritize tasks, and stay organized

Exceptional reading, spelling, and grammar skills

Ability to multitask in a fast-paced environment

Experienced and proficient working with Concur, IFS, Freshdesk, and Microsoft Teams

Previous work experience in the medium/heavy duty vehicle repair industry preferred

Proficient in the use of workshop manuals, wire schematics, diagnostic routines

Ability to provide remote guided diagnostics and repair instructions

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock or flammable mixtures.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk and talk or hear. The employee frequently is required to stand and sit.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Specific smell ability is required; recognize the smell of various fuels.

Disclaimer:

The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.

Hexagon Agility is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.

Full-time