Customer Success Concierge Partner

About BMS

BMS is a print and mail communications company built on trust, accountability, and service excellence. As a 100% employee-owned ESOP company, every team member shares in our success.

Ownership drives how we show up — for our customers and for each other.

What You’ll Do

Build and Deepen Customer Relationships

• Travel throughout Virginia (up to three days per week) to meet with assigned accounts
• Build genuine, personal connections with customers through regular in-person visits
• Create positive, memorable interactions during every engagement
• Be someone customers look forward to seeing and working with
• Serve as a trusted point of contact and advocate for customer needs
• Proactively address concerns and coordinate internally for resolution
• Develop strong rapport so customers see you as a partner, not just a vendor contact

Represent BMS

• Act as the face of BMS in the field
• Attend conferences, events, and trade shows
• Build rapport with both new and existing contacts
• Follow up thoughtfully after interactions to continue relationship development
• Represent the company with professionalism, energy, and authenticity

Collaborate Across Teams

• Work closely with Customer Success leadership, Operations, and Marketing
• Share customer insights to help improve messaging, service delivery, and overall experience
• Support customer-facing initiatives and retention strategies

Support Account Growth

• Identify opportunities to enhance services within existing accounts
• Assist with account expansion efforts where appropriate
• Maintain accurate documentation in CRM systems and provide updates on account health

A Week in This Role Might Include

• Visiting customer offices across Virginia
• Catching up with key contacts and strengthening relationships
• Attending a local event or conference
• Following up with customers to maintain momentum
• Sharing insights internally to improve the customer experience

Who This Is For

This role is ideal for someone who:

• Naturally connects with people and builds rapport quickly
• Is outgoing, personable, and confident in face-to-face interactions
• Enjoys being on the road and meeting customers regularly
• Takes pride in making others feel heard, valued, and taken care of
• Is organized, reliable, and follows through on commitments
• Is coachable and eager to grow professionally
• Thrives in a role where relationships drive success

This role is not primarily technical or behind-the-scenes. Success comes from being present, engaging, and relationship-focused.

What We Offer

• Employee ownership through our ESOP
• Hands-on experience managing real customer relationships
• Exposure to marketing, operations, and leadership collaboration
• Ongoing mentorship and professional development
• A culture rooted in trust, accountability, and continuous growth