Customer Success Coordinator - Commercial Accounts

Find a career that MOVES you! PODS revolutionized the moving and storage industry 25 years ago. Our innovative approach of providing portable storage containers makes moving more efficient, convenient, and less stressful. We’re not only pioneers of the industry, we’re the leader, too. Under the direction of PODS’ innovative leadership team, the company doubled in size in just two years, and we’re not looking back!  

Our people and service define our company, and we set goals for ourselves and each other to improve tomorrow over yesterday. We understand and appreciate the importance of being trustworthy, authentic, and welcoming as we provide our customers the best moving and storage experience. Join a team that offers you the chance to leave your mark, achieve your goals, and love what you do. 

JOB SUMMARY

Responsible for the day to day management of PODS National and Regional Commercial Customer accounts.  As a sales partner and integral support system to the National and Regional Account Sales reps, they are responsible for the day to day management of PODS’ largest revenue producing accounts. In addition to managing order logistics, integration of third party services, review and approve all invoicing/statements, prospect for new sales opportunities, negotiating with field management to ensure VIP treatment, this position conducts and / or participate in phone and onsite customer account reviews.  Constantly promoting or selling company products or services to their assigned commercial accounts.  Utilizes an in-depth knowledge of products and customer needs to generate sales and exceed client expectations while adhering to company policy and operational requirements.

Essential Duties and Responsibilities

The role demands a highly strategic and analytical thinker capable of navigating complex situations and driving significant value from top revenue-generating customer portfolios. This salaried, exempt position encompasses a broad range of responsibilities, requiring exceptional problem-solving skills and the ability to manage a rigorous workload, particularly with our seasonal commercial clients.

• Strategic Account Management and Service Delivery: Serve as the primary point of coordination for all customer interactions from the initial service request to the final container pickup, employing both inbound and outbound communication strategies. This includes comprehensive account sales and service management, where you will act as the key liaison for logistics, compliance, city permitting, bulk scheduling, billing, reporting, rebate tracking, and more.


• Maintaining relationships with third party vendors: To increase operational abilities for our customer. Collaborating with internal and external partners to meet critical deliverable and maintain and positive experience for all parties.


• National Account Onboarding: Implement national and regional sales programs, oversee new account integration. Coordinate with Accounts Receivable to establish the customer’s proper needs with invoices and billing. Establishing the correct cost and discount program for tracking business revenue on all scales.


• Critical Thinking and Project Management: Provide tailored support to National Account Executive (NAE) & Regional Account Executive (RAE) teams. You are expected to handle complex orders and requests involving detailed project management and provide ad hoc support for substantial, intricate seasonal projects. Your role includes working on team customer success projects that includes region ownership and specialty Salesforce Queue.


• Revenue Generation and Portfolio Expansion: Engage in outbound sales activities aimed at expanding existing programs, leveraging a deep understanding of customer needs and market requirements to develop solutions that surpass expectations while ensuring profitability and efficiency. Coordinate closely with account executives and sales managers to nurture new and existing customer relationships, proactively identifying additional solutions within accounts and communicating opportunities to the sales team for further development.


• Reporting and Analytics: Generate daily, monthly, and quarterly reports to track project and relationship progress. You will also be responsible for creating custom reports as needed, acting as a critical link between customers, franchisees, and corporate operations for special needs and large-scale accounts. Use reporting to identify portfolio trends with high-level accounts and apply appropriate action steps.


• Competitive Intelligence and Relationship Building: Maintain an up-to-date understanding of competitors' strengths and weaknesses to leverage in business generation. This role requires building and maintaining relationships with franchisees and corporate teams, focusing on customer satisfaction and profitability. Conduct quarterly business reviews (QBR) with high-value customers to review current service levels and upcoming projects.  


• Customer Support and Operational Assistance: Provide frontline omni-channel support in high-volume situations, including after-hours and weekend support as necessary. You will also support customer billing inquiries and handle all complex escalations, ensuring a seamless customer experience. You will also support any above-and-beyond needs that are outside of operational norms.  


• Continuous Learning and Development: Participate in sales training to continuously enhance your knowledge and skills, contributing to the overall success of the team and the organization.


• C-Level Engagement and Strategic Partnerships: Manages interactions with C-Level executives and key decision-makers, fostering strategic relationships that drive business growth and collaboration. This involves understanding the unique needs and challenges of high-level stakeholders, providing customized solutions, and navigating complex negotiations to align services with executive expectations and company objectives.


• May perform other duties and responsibilities as assigned

This position requires a commitment to excellence, flexibility in handling various tasks and duties, and the readiness to step in and support different areas as needed to ensure the smooth operation and growth of our business.

JOB QUALIFICATIONS: Education & Experience Requirements

• High School Diploma or equivalent.  Bachelor's degree preferred.


• 2-4 years experience working in a high-volume call center or three years in a customer service-related environment


• 2-4 years experience working in a business-to-business environment preferred


• Possess math skills sufficient to perform required duties


• Or an equivalent combination of education, training, or experience