Strategic Customer Success Representative (Northeast)

What You'll Get to Do
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.

Job responsibilities include:

• 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

• Bachelor's Degree or equivalent work experience preferred
• 5+ years of experience in high-touch customer service, project management, and/or sales
• Dedicated experience in the glass & glazing industry, commercial construction, or building products sector preferred
• 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