Customer Success Manager

Customer Success Manager

The Brink's Company (NYSE : BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries. We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Summary

As a Customer Success Manager, you will be the primary point of contact for all customer concerns, responsible for managing relationships and all customer communication. You will handle escalations, project management, problem resolution, root cause analysis, and more. Your role is crucial in ensuring customer satisfaction and navigating the organization to find timely resolutions for complex customer needs. Knowledge of Brink's internal systems is essential. You may also be responsible for managing a team covering a portfolio of accounts.

Key Responsibilities

• Manage a team covering a portfolio of accounts, ensuring effective team performance and customer satisfaction.
• Own a portfolio of customers as a single point of contact for all customer service needs, focusing on our largest customers and key accounts.
• Assume ownership of service and support-related issues to ensure quick action and resolution while prioritizing the customer.
• Monitor customer satisfaction levels to ensure the highest quality of service.
• Prepare, analyze, and manage customer service relationships through service performance reporting, SLA management, and metrics, including facilitating customer-facing Monthly and Quarterly Business Reviews and other performance-based meetings.
• Lead internal groups to evaluate and implement procedural and systematic solutions that meet customer needs while adhering to company strategy and business objectives and reduction in costs.
• Build and maintain strong working relationships with various levels of internal and external customers to drive operational improvements and the customer experience.
• Understand unique customer processes and needs, responding to a wide variety of special customer service requests and inquiries.
• Collaborate with cross-functional teams, including sales, operations, and other resources, to provide deliverables that enhance customer relationships and meet customer expectations.
• Support planning strategies and initiatives to enhance the delivery of services to the customer.
• Perform other duties as assigned or necessary.

Professional Skills

Preferred Qualifications

Build a Career with Purpose at Brink's

For over 165 years, Brink's has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolvepowered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink's partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind. At Brink's, we operate in more than 100 countries, across cultures and languages, yet we're one teamcommitted to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact. No matter which business area or country you are located, Brink's offers a place to build a meaningful career. Here, you'll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what's right, working together, and striving for excellence. If you're looking for a career that combines purpose with performance, Brink's is the place for you. Brink's is proud to be an equal opportunity employer.