Customer Success Manager presso Empower Rental Group

Description

Classification: Exempt

Summary

As a Customer Success Manager at Mobile Box, you’ll serve as a critical bridge between Sales, Finance, Operations, and our customers. You’ll ensure every customer interaction — from account setup to billing, service requests, and communication — is seamless, accurate, and responsive.

This role is designed to strengthen accuracy, internal coordination, and customer satisfaction. You’ll help QA new customer accounts and quotes, manage vendor POs and parts orders, oversee receipting for clean financial closes, coordinate customer and weekend communications, and act as the internal liaison across our systems — RingCentral, CRM, and Omni-View.

Your work will directly enhance billing precision, operational efficiency, and customer experience, both internally and externally.

Key Responsibilities

1. Account & Billing Quality Assurance

• Review all new customer account setups to ensure COIs, tax statuses, billing, and contact information are complete and correct.
• Verify contract accuracy and contract conversions to ensure alignment with approved terms, rates, and delivery details.
• Collaborate with Sales and AR to correct data before invoices are issued to prevent downstream errors.
• Identify recurring errors or trends and recommend process improvements or training opportunities.

2. Customer Outreach & Service Coordination

• Serve as the primary contact for customers with billing, service, or account inquiries.
• Proactively follow up on open service tickets, billing disputes, or delayed payments to ensure timely resolution.
• Manage the RingCentral phone app, ensuring correct call routing, voicemail assignments, and weekend/on-call coverage.
• Route weekend or after-hours messages to the correct department, track follow-up, and ensure no customer inquiries are missed.
• Maintain excellent communication and responsiveness with both customers and internal teams.

3. Field Support: Purchasing, POs & Parts

• Manage creation, approval, and tracking of purchase orders (POs) for all field teams.
• Oversee receipting and ensure proper documentation for clean month-end closings and accurate financial forecasting.
• Handle parts ordering and vendor coordination for all field teams, consolidating procurement through one point of contact.
• Maintain approved vendor lists, manage order timelines, and work with operations to ensure on-time delivery.

4. Systems Coordination: RingCentral, CRM, and Omni-View

• Act as the RingCentral administrator, maintaining directory accuracy, call routing, and team updates.
• Manage CRM data accuracy, including customer contact info, account notes, and deal status updates as they relate to billing and service.
• Serve as the Omni-View liaison for sales and field users — answering questions, escalating access or data issues, and coordinating with internal support to ensure accurate workflow.
• Communicate system updates, new processes, or known issues to team members in a clear and timely way.

5. Cross-Functional Support (AR/AP & Operations)

• Partner with AR/AP to ensure accurate billing, timely credit resolution, and proper invoice documentation.
• Maintain organized records for audit readiness and monthly reporting.
• Support leadership with data tracking, reporting, or analysis to improve forecasting and cash flow visibility.
• Contribute to process improvement initiatives across AR, AP, and customer operations.

Performance Metrics

You may be evaluated on:

• Billing accuracy rate / error reduction
• Time-to-resolution for customer or billing issues
• Invoice dispute and credit adjustment rates
• On-time PO and receipting completion & RNI
• Customer satisfaction (internal and external feedback)
• Quality of CRM and Omni-View data accuracy

Qualifications

Must-Have

• 3+ years in customer service, billing support, or operations coordination (B2B preferred).
• Excellent organizational and communication skills.
• Detail-oriented with strong follow-through and accountability.
• Working knowledge of billing, invoicing, purchase orders, and vendor coordination.
• Proficiency in Microsoft office and business software (CRM, ERP, or accounting systems).
• Ability to coordinate across teams, prioritize effectively, and handle multiple moving pieces.

Preferred

• Experience in logistics, storage, or rental industries.
• Familiarity with RingCentral, Omni-View, and CRM systems.
• Basic understanding of AR/AP workflows and data integrity principles.

Demonstrated success improving customer or operational workflows.

Qualifications