Customer Success Specialist; Level II

Drive seamless customer experiences by connecting people, processes, and data to deliver exceptional customer experiences.

Structured Communication Systems is seeking a highly organized and motivated Customer Success Specialist II to join our team in Clackamas, Oregon.

In this role, you’ll serve as a key point of contact for customers, account executives, and internal teams, ensuring clear communication and seamless coordination throughout the entire customer lifecycle. You’ll take ownership of the end-to-end order process, proactively monitoring progress, anticipating challenges, and resolving issues to deliver accurate, on-time results.

As a CSS II, you will confidently manage multiple priorities while supporting project execution and driving a high-quality customer experience. You’ll leverage reporting, data insights, and modern, AI-enabled work management tools, such as , to improve visibility, identify growth opportunities, and enhance overall performance.

You will also play an important role behind the scenes by supporting system workflows, maintaining data integrity, and contributing to process improvements that increase operational efficiency and scalability.

(Must be able to work on-site in Clackamas, Oregon five days a week.)

Compensation
: $26.44 – $31.25 per hour

About Structured

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets, and providing information security and governance.

Essential Duties and Responsibilities

An individual must be able to perform each essential duty satisfactorily in order to meet the qualifications required to perform this job successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serves as a central point of contact between account executives, internal teams, and customers, facilitating clear communication and seamless collaboration.
• Proactively and regularly communicates with multiple customers to address concerns, identify needs, and provide regular updates on order statuses, tracking and ETAs, project progress, and upcoming engagements.
• Manages the end-to-end order process from initial receipt through fulfillment, ensuring documentation accuracy, seamless cross-functional handoffs, and proactive customer communication to establish timelines and manage expectations throughout delivery.
• Manages and proactively monitors order progress to ensure customer expectations for delivery are clearly communicated, aligned, and consistently met, taking action to address risks or delays.
• Owns and manages assigned project components, ensuring deadlines are met, deliverables are achieved, and progress is effectively communicated to stakeholders.
• Independently identifies and resolves issues related to products, services, or deliveries, proactively communicating with stakeholders and escalating complex or high-impact matters with context and recommended next steps as needed.
• Develops and delivers tailored customer reports, including performance dashboards, usage metrics, and account-specific updates, ensuring accuracy and alignment with customer and business needs.
• Provides regular reporting to internal teams, analyzing project statuses, KPIs, and trends in order management, customer engagement, and renewal opportunities to inform decision-making.
• Analyzes customer engagement patterns to identify upsell and…