Customer Success Specialist-Berkeley, IL

SUMMARY: The Customer Success Specialist will play a crucial role in ensuring our customers' satisfaction and success throughout their journey with our products and services. The primary focus is on building strong, long-lasting relationships with clients, understanding their needs, and providing them with exceptional support and assistance. Collaborate with various internal teams to drive customer success, retention, and loyalty. Your goal is to be the customer's advocate within the organization and strive to exceed their expectations.

ESSENTIAL FUNCTIONS, RESPONSIBILITIES AND DUTIES:

Customer Onboarding and Adoption

• Guide new customers through the onboarding process, ensuring a smooth and seamless transition to our products and services.
• Educate clients on the features and functionalities of our products, helping them understand how to best leverage the solutions to meet their specific needs.
• Manage the X3 system sales orders.

Relationship Building and Communication

• Develop strong relationships with key customer stakeholders, such as decision-makers, end-users, and project managers, to understand their goals and challenges.
• Maintain regular communication with customers, providing updates, addressing inquiries, and offering proactive support to ensure their ongoing success.

Customer Support and Issue Resolution

• Respond promptly to customer inquiries and concerns, providing timely and effective resolutions to any issues that arise.
• Work closely with internal teams, such as sales, and product development, to address customer concerns and advocate for necessary improvements.

Product Training and Guidance

• Conduct training sessions, webinars, and workshops to empower customers to make the most of our products and optimize their performance.
• Share best practices and industry insights to help customers achieve their desired outcomes.

Customer Health Monitoring and Retention

• Monitor customer health metrics, track usage patterns, and identify any signs of churn or dissatisfaction.
• Proactively engage with customers who might be at risk and implement strategies to increase customer retention.

Customer Feedback and Product Improvement

• Gather customer feedback on products and services, conveying this information to the product development team for continuous improvement.
• Act as the voice of the customer within the organization, providing valuable insights to shape future product enhancements.

Customer Success Metrics and Reporting

• Maintain accurate and up-to-date customer success metrics and reports to track performance and demonstrate the impact of customer success efforts.

REQUIRED QUALIFICATIONS AND COMPETENCIES:

• High School Diploma Required
• Associate Degree preferred

• Proficiency in all Microsoft Office applications is required.
• Must be able to communicate electronically through use of email and other similar computer platforms.
• Able to learn new programs easily and quickly.
• Technical aptitude to understand and explain complex product features.
• Familiarity with Sage software and customer success tools is a plus.

• Proven experience in a customer-facing role, such as customer success, account management, or customer support, preferably within the manufacturing industry.
• Strong interpersonal and communication skills, with the ability to build rapport and establish trust with customers.
• Problem-solving skills and the ability to handle challenging situations with empathy and professionalism.
• Proactiveness and a results-driven mindset, with a focus on customer satisfaction and retention.

PHYSICAL DEMANDS OF THE JOB:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is frequently required to:

• Sit, walk, talk and hear
• Use hands and fingers to feel, handle, or operate objects, tools, or controls and reach with hands and arms.
• Be standing on feet a portion of the workday in addition to walking back and forth and up and down stairs.
• Lift and/or move up to 50 pounds occasionally. Lifting while turning side to side is sometimes necessary.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.

Position may require extended hours including evenings and/or weekends, travel to multiple work sites and occasional out-of-district travel. Must be able to drive their own vehicle to other work sites.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is performed primarily in an office and production facility that may sometimes experience extreme temperatures. The noise level in the work environment is moderate to loud.

The duties listed above are intended only as illustrations of the various types of work and duties that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position, and the Company reserves the right to add additional duties or modify existing duties.

The job description does not constitute an employment agreement between the Company and employee and is subject to change by the Company as the needs of the Company and requirements of the job change.