Strategic Customer Success Representative (Mid-Atlantic)

Who We Are

At OBE, together, we build excellence every day… we are driven by our passion to lead our industry and build a sustainable future, we focus on exceeding customer expectations and delivering innovative solutions. We succeed through the dedication of our empowered teams and partners who fuel our ambition to achieve excellence in the markets where we have a right to win.

We believe safety, integrity, performance culture, teamwork, customer centricity, and agility are at the core of who we are and how we operate each day to achieve success. We pride ourselves on fostering a collaborative and results-driven environment.

Role Overview

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, and 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 SCSM ensures our top clients view OBE as their indispensable, one-stop shop. This position engages with customers actively and consistently throughout order processing and delivery to drive satisfaction, working hand-in-hand with the sales and commercial organizations to grow the business.

Position Location: 100% On-Site / Office-Based. This is not a remote role. On-site presence is required to facilitate immediate, face-to-face collaboration with production, engineering, and scheduling teams.

Key Responsibilities

1. Proactive Order Ownership & Concierge Support

· Post-Land Account Orchestration: Provide extensive, white-glove post-land support for Strategic Accounts across both AG (glass) and AGS (architectural aluminum) business units.

· Predictive Logistics & Delivery: Engage with customers actively and consistently throughout order processing and delivery. Proactively track, map out, and communicate delivery schedules for glass, metal, and CRL hardware so orders arrive exactly when needed.

· Single Point of Contact: Act as the definitive "one person" each strategic customer reaches out to, building deep relationships and ensuring they have the concierge service needed to be successful.

· Issue Resolution & Technical Support: Drive adoption in assigned accounts and provide basic technical support to ensure customer satisfaction. Resolve customer issues directly, tracking all interactions and issues within the CRM.

2. Cross-Functional Collaboration & Escalation

· Internal Resource Mobilization: Act as the hub for client execution by engaging Customer Service Representatives, Estimating, Project Management, Engineering, and Operations when appropriate.

· Strategic Escalation: Serve as the first line of defense for customer friction (issue resolution) , effectively escalating issues to appropriate internal stakeholders when specialized operational intervention is required.

3. Commercial Alignment & Revenue Growth

· One-Stop-Shop Expansion: Identify immediate opportunities to expand existing orders with add-on buys (e.g., pulling CRL hardware onto an active glass and aluminum package).

· Sales Hand-off & Pipeline Security: 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 the account expansion and contract renewal phases.

Key Competencies

· Building Trusting Relationships: Fostering deep, resilient partnerships with top-tier dealer principals, customer executives, and internal cross-functional teams.

· Driving Successful Customer Engagements: Moving from a reactive "order tracking" mindset to a proactive "relationship shaping" model that keeps clients aligned and informed.

· Initiating Action & Driving for Results: A self-starter attitude focused on ensuring we deliver flawlessly on existing commitments while continuously pushing to improve customer relations.

· Sustaining Customer Satisfaction: Maintaining high-touch communication, managing expectations transparently, and resolving complex, multi-unit issues under tight timelines.

Professional Experience & Qualifications

· Education: Bachelor's Degree or equivalent work experience preferred.

· Experience: 5+ years of experience in high-touch customer service, project management, and/or sales.

· Industry Knowledge: Dedicated experience in the glass & glazing industry, commercial construction, or building products sector is preferred.

· Organizational Capabilities: Proven experience working with large, complex organizations and managing a portfolio of multiple accounts simultaneously.

· Communication Skills: Strong written and verbal communication skills tailored for interaction across all levels of an organization (from plant floors to executive boardrooms).

· Technical & Analytical Skills: Solid problem-solving and analytical skills with a strong attention to detail. Advanced skills in Microsoft Office Software (Word, Excel, Outlook) and direct experience working with CRM systems.

Travel & Logistics

· Travel: 10% travel required for face-to-face dealer summits, major project site visits, or regional commercial alignments.

· Work Environment: Fully localized role operating from an assigned OBE facility to maximize cross-functional teamwork.