Client Success Manager

It's not enough to have the right technology today, you must have a plan for tomorrow, too. At Diamond Assets we service schools, businesses, and governments by creating sustainable technology plans that ensure equitable access to technology for their current fleet but also well into the future. In addition, we take pride in delivering the highest-quality refurbished Apple products at an affordable price. Through our lifecycle through upcycle approach, we strive to meet our mission of providing equitable and affordable access to technology.

We're looking for an experienced, results-driven Client Success Manager to lead our Field Operations and Service Delivery teams. This is a key leadership position responsible for overseeing service pickups, deployment projects, logistics coordination, and customer recovery operations.

The ideal candidate is a strong people leader and strategic problem-solver who thrives in a fast-paced environment, understands the importance of operational efficiency, and knows how to turn complex projects into successful customer experiences.

You'll work closely with leadership and cross-functional teams throughout Diamond Assets to drive performance, improve processes, manage resources, and ensure projects are completed accurately, efficiently, and on time.

This position directly supervises Project Managers, Logistics Coordinators, and Recovery Specialists and reports to the Senior Vice President of Operations.

• Lead, coach, and develop a team of Project Managers, Logistics Coordinators, and Recovery Specialists.
• Establish clear expectations, monitor individual and team performance, and drive accountability.
• Provide ongoing feedback, mentorship, and professional development opportunities.
• Manage team workloads, priorities, and resource allocation to ensure operational goals were achieved.
• Foster a collaborative, solutions-oriented environment that emphasizes teamwork, communication, and continuous improvement.
• Partner with department leadership to identify staffing needs, performance opportunities, and operational challenges.

• Oversee the planning, scheduling, and execution of customer service pickups and deployment projects.
• Coordinate pickups and service activities with Diamond Assets' internal Asset Recovery Specialists.
• Leverage third-party vendors and service providers when appropriate to support customer requirements and operational capacity.
• Review project availability and collaborate with the Client Success Management team to establish pickup schedules and service timelines.
• Ensure all necessary project information and customer requirements are accurately documented in Salesforce.
• Oversee field operations and monitor project progress through Salesforce to ensure timely and successful completion.
• Coordinate mail-in service processes, utilizing third-party resources when appropriate.
• Partner with the Project Manager-Enterprise, Project Manager-Education, and Project Management Lead to develop, implement, and improve operational processes and procedures.

• Oversee pickup coordination and service operations to maximize efficiency, resource utilization and cost effectiveness.
• Maintain accurate and timely information within ERP systems related to pickups, services, and operational activities.
• Coordinate closely with Shipping and Receiving to ensure smooth equipment intake and processing.
• Oversee the intake process to verify pickup quantities and investigate discrepancies between expected and received inventory.
• Identify opportunities to reduce operational costs, improve scheduling, optimize routes, and increase productivity.
• Evaluate the effectiveness of internal and third-party resources to ensure service expectations and operational objectives are met.
• Develop and implement procedures that improve consistency, accountability, and scalability across field operations.

• Oversee the preparation and delivery of device evaluation reports for Diamond Assets customers.
• Ensure customer reports are completed accurately and within established timelines to support timely customer payments.
• Partner with internal Client Success Managers to ensure complete and accurate project information is provided before services are scheduled.
• Provide weekly and monthly reporting on pickup coordination, service projects, operational performance, and outstanding activities as needed.
• Maintain strong communication across Client Success, Project Management, Shipping & Receiving, and other internal departments.
• Identify and resolve operational issues quickly while keeping customer satisfaction and business objectives at the forefront.

We're looking for a confident leader who combines operational experience with excellent communication, organizational, and problem-solving skills.

• Demonstrated experience leading, coaching, or managing a team in an operations, logistics, project management, or customer service environment.
• Experience overseeing multiple projects, coordinating resources, and managing competing priorities.
• Proven ability to develop people, establish accountability, and drive results.
• Experience working in a fast-paced, service-oriented business environment.
• Experience with field operations, logistics, transportation, or asset recovery is highly desirable.

• Experience working with ERP systems and CRM platforms; Salesforce experience is a plus.
• Strong organizational skills and the ability to manage complex scheduling and operational workflows.
• Knowledge of geography, mapping, route planning, and logistics coordination.
• Ability to analyze operational information, identify inefficiencies, and implement practical solutions.
• Strong understanding of process development, documentation, and continuous improvement.

• Strategic thinker who can also roll up their sleeves and get involved in day-to-day operations.
• Strong decision-making and problem-solving abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Highly organized with exceptional time management and prioritization skills.
• Adaptable and comfortable navigating changing business needs and priorities.
• Collaborative leader who builds strong relationships across departments.
• Takes ownership of challenges and follows through to resolution.
• Focused on operational efficiency, cost management, and delivering and exceptional customer experience.

• Reliable transportation
• Ability to work on-site at our Milton, WI location
• Ability to support operational needs and occasional field activities as required.

• Position: Client Success Manager - Field Operations & Service Delivery
• Department: Operations / Client Success
• Reports To: Senior Vice President of Operations
• Direct Reports: Project Managers, Logistics Coordinators, and Recovery Specialists
• Employment Type: Full-Time
• Location: Milton, WI 53563
• Work Setting: On-site

If you're a hands-on leader who enjoys developing people, solving operational challenges, and building processes that drive results, we'd love to hear from you. Join Diamond Assets and help us deliver exceptional service, build stronger operations, and create a more sustainable future for technology!