Customer Success Specialist

2 months ago

Cranberry Twp, United States MSA, The Safety Company Full time
MSA, The Safety Company

Customer Success Specialist

US-PA-Cranberry Twp

Requisition ID:
Type: Full-Time
# of Openings: 1
Category: Customer Marketing

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.



Responsibilities

Primary Responsibilities:

  • Develop and maintains thorough knowledge of MSA Connected products/solutions in designated segment – acting as trusted advisor to customer base
  • Build rapport with key stakeholders for designated customers (internal and external)
  • Execute initial customer onboarding and adoption process for MSA's connected services & solutions in designated region/segment
  • Provide ongoing training to customers as needed to drive successful adoption
  • Able to provide basic technical support / solve connectivity challenges for customers as well as effectively deliver technical information to non-technical audiences
  • Provides regular customer check-ins, and drives expansion offerings within segment and designated region of ownership
  • Monitor and identify customer adoption and utilization trends to provide ongoing recommendations
  • Ensure successful contract renewals within designated segment and region, meeting required KPIs for retention rates
  • Uses direct customer experience to provide voice of customer to development teams and assist in executing CX improvements for department


Qualifications

Special Knowledge, Skills and Abilities:

  • Enthusiastic Customer Focus and exceptional Customer Service Skills
  • Acts independently in making decisions that will positively impact both external and internal customer relations
  • Strong communication and presentation skills for both internal and external customers
  • Must be a self-starter and work with minimal supervision
  • Can effectively deliver technical information to non-technical audiences
  • Shows persistency in the face of setbacks (grit)
  • Proven competency in self, social and relationship management (emotional intelligence)
  • Be able to demonstrate career ambition
  • Proficient in Microsoft Office 364 and related web conferencing tools
  • Must be fluent in English and French

Experience Required:

  • This position is available at two different career levels based upon experience, education, etc.:
    • Level I: 2 years in a dynamic Customer Care Environment.
    • Level II: 3 years' experience in a dynamic Customer Care Environment.
    • 4+ years in a dynamic, high pressure Customer Care or Customer Success environment.

Education Required:

  • High School diploma

Education Preferred:

  • Bachelor's Degree in Business, Information Technology, Computer Science, or related discipline.

#LI-EE1

#HYBRID


MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA's policy not to discriminate against any employee or applicant for employment on the basis of the person's age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran's status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.

If you are an individual with a disability and need an accommodation to assist you in navigating this career site, let us know.Contact Us MSA is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans.

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