Customer Success Specialist

4 months ago

Memphis, United States Inventory Locator Service,® LLC Full time

Inventory Locator Service (ILS), a division of CAMP has helped customers by collecting data about parts available in the marketplace and organizing them into one user-friendly database. The new and used parts locator service developed by ILS has helped numerous customers in the aviation, marine, and defense sectors find the parts they need, streamline procurement, sell their parts inventory, improve their MRO services, and automate their supply chain operations.



CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.



CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.



CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.



Job Summary

The Customer Success Specialist will work directly with customers to educate them on how to receive the most value from the ILS offerings. The successful candidate will be responsible for handling inbound support requests from government accounts as well as reaching out to customers who are not tracking along the desired customer journey. The Customer Success Specialist will intervene to get these customers into the correct group sessions or offer personalized training sessions for larger customers. This position will collaborate closely with Sales, Marketing, and Accounting to ensure we are enhancing the customer experience by providing world-class support and supporting the goals of the relationship.



As a Customer Success Specialist, you will build and maintain strong professional relationships with our key global customers by supporting the Director to coordinate operational and analytical tasks.



This is a highly collaborative role, which requires excellent organization, clear communication and a passion for building customer relationships. This role will be supporting our sales organization, helping to ensure the team drives maximum return from our customers.



Responsibilities

  • Maintains a detailed knowledge of our products and the impact they can have on our customers and understand the competitive market as it relates to our business
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and satisfaction
  • Responding efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued
  • Receive escalation calls from customers and work to save the customer
  • Define business outcomes and build a customer success plan which includes key objectives, milestones, stakeholders, and the measurement of success
  • Maintain a revenue base by managing account retention and renewal
  • Review and process government purchase orders to ensure accuracy and coordination of payment
  • Coordinate the on-boarding process for new customers by supporting the initial rollout of products/solutions to customers
  • Support ongoing upgrades/changes to solutions for customers
  • Support customer change requests
  • Works cross-functionally within the organization
  • Identify common customer challenges and actively suggest solutions based on our product/service offerings



Requirements

  • Bachelor's degree in related discipline. May consider combination of equivalent experience and education in lieu of degree
  • 2+ years of experience in customer success or account management. Government contracting experiences a benefit.
  • Experience working with domestic and foreign militaries is an additional benefit
  • Salesforce experience a benefit
  • Strong cross-functional partnership experience
  • Passion for helping customers and colleagues
  • Excellent verbal and written communication skills with the ability to document and communicate with internal and external resources
  • Exceptional attention to detail and ability to solve complex, interdependent problems required to ensure accuracy and effective execution of all projects and tasks undertaken
  • Highly organized with ability to effectively prioritize and multi-task
  • Must be a proactive problem solver, and able to handle multiple complex issues and tasks
  • Proficiency with MS Office, especially Excel and PowerBI, is desired for advanced data analysis
  • High energy and positive ‘can do’ attitude



CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.



CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.



All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE

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