Customer Success Specialist

Summary

Job title:

Customer Success Specialist

Job

Department: AIMM Division

Location:

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Description

Summary:

Help Manufacturers Get More Value From Every Investment

Do you enjoy talking with customers just as much as you enjoy uncovering insights in data?

Do you naturally notice patterns, identify opportunities, and take action before problems arise?

We're looking for a Customer Success Specialist to help manufacturers maximize the value of the support, software, and services they've already invested in.

This isn't a traditional customer service or sales role.

Instead, you'll combine customer communication with data analysis to proactively engage customers, improve utilization of their agreements, and help reduce contract churn.

Every day, you'll analyze customer activity, identify opportunities where customers may not be realizing the full value of their agreements, and reach out by phone and email to help them understand available resources, services, and support.

You'll partner closely with Account Managers and Customer Success Specialists to ensure every customer receives proactive engagement not just at renewal time.

As part of a growing national Customer Success organization, you'll help shape the future of how we engage thousands of customers across the Industrial Solutions Network.

Reports to:

Customer Success Manager

Minimum Qualifications:

+ Bachelor's degree or equivalent professional experience.

+ A sales mindset and capabilities utilizing strong organizational skills.

+ Travel will be required on an as needed basis. Less than 20% of the time.

+ Previous experience working as part of a large, multi-disciplinary team.

+ CED is an Equal Opportunity Employer/ Disability and Veteran status

Preferred Qualifications:

+  Strong data analytical skills, including a deep knowledge of Excel, utilization of partner based reporting tools and creating "if, then" customer scenarios.

+  A desire to be successful in new business development, executive selling and partnership management.

+  Ability to motivate and influence others, to embrace new concepts and solutions.

+  Demonstrates strong interpersonal, organizational and written/verbal communication skills with a versatility to span engagement from executives to individual contributors.

+  Self-motivated and self-managed towards objectives.

Working Conditions:

+ This job operates in a professional office environment and extensively uses computer equipment.

+ Some travel required - Up to 20% potential time throughout calendar year

Supervisory Responsibilities:

No

Essential Job Functions:

+ Customer Success & Customer Engagement

+ Build relationships with customers through proactive phone and email outreach.

+ Help customers understand the value of their service agreements and ensure they're aware of available resources, support, training, and services.

+ Encourage customers to take advantage of the benefits included with their agreements.

+ Conduct customer check-ins that improve engagement and strengthen long-term relationships.

+ Connect customers with the appropriate internal experts when additional support or specialized assistance is needed.

Customer Intelligence & Data Analysis

+ Analyze customer usage, engagement, and agreement data to uncover trends and identify opportunities.

+ Identify customers who may not be fully utilizing their agreements or who show signs of disengagement.

+ Translate data into meaningful insights that help prioritize outreach and improve customer outcomes.

+ Monitor customer health indicators and recommend proactive actions that help reduce contract churn.

Customer Lifecycle Management

+ Monitor key lifecycle milestones, onboarding progress, agreement utilization, and renewal readiness.

+ Identify opportunities to increase adoption of services throughout the customer journey not just near renewal time.

+ Help ensure every customer receives ongoing value and engagement throughout the life of their agreement.

Internal Collaboration

+ Partner closely with Account Managers, Customer Success Specialists, and Sales teams to coordinate customer engagement strategies.

+ Share customer insights, trends, and recommendations that support retention and…