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Customer Success Specialist, 3rd Eye

4 months ago

Austin, United States Dover Corporation Full time

Environmental Solutions Group encompasses industry-leading brands - Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, Soft-Pak, and Parts Central - to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support. Our mission, "Improving Lives," drives us to make a significant difference, both in the marketplace and in the lives of our employees and their communities. For more information, visit www.doveresg.com.

Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $8 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainability Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 65 years, our team of over 25,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

Operating Company: Environmental Solutions Group - 3rd Eye

Location: Austin, TX

Reports To: VP, Customer Success

Department: Customer Service

POSITION SUMMARY:

The Customer Success Specialist position is integral in improving customer retention and increase upsells or referrals by ensuring customer satisfaction. This position develops and maintains long-term business relationships by serving as an internal advocate and client liaison. This position driven to get the customer to yes during the sales journey by uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations.

Your duties include responding to customer inquiries, managing customer accounts, and resolving issues with the help of upper management. This career requires a thorough understanding of your company's business model and products as well as the customers they typically attract. Additional qualifications are customer service experience and strong communication skills. Some employers prefer candidates with at least a bachelor's degree in a relevant field.

ESSENTIAL JOB FUNCTIONS INCLUDE:

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
  • Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals.
  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members
  • Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends to identify areas of improvement.
  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
  • Maintain existing customer success metrics and data as directed.
  • Performs other various duties as may be assigned.
  • Minimal travel may be required.
JOB SPECIFICATIONS:
  • Associates Degree or equivalent work experience required.
  • 3-5 years of experience in communications, marketing, sales, account management, or customer success.
  • Strong verbal and written communication, strategic planning, and project management skills.
  • Analytical and process-oriented mindset.
  • Comfortable working across multiple departments in a deadline-driven environment.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • Must be very self-motivating, proactive, and have a self-starter personality with a "can do" attitude looking to be a team player. Must also have the ability to work independently while following direction from a remote management.
  • Effectively and professionally communicate with customers via phone and in person.
  • Ability to operate company provided technologies for reporting and documentation along with basic computer skills.
  • Quickly become a subject matter expert on all company product lines, kits, and accessories.
  • Must be detail oriented with a thorough approach to note taking and documentation.


DOVER COMPETENCIES:

Builds and Manages Collaborative Relationships

Customer Impact

Results Driven

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities - with both internal and external customers - to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication: Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel. Listens to understand input, feedback, and concerns. Provides complete information in an open, honest, and straightforward manner. Responds promptly and positively to questions and requests.

Teamwork and Relationships: Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad. Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements. Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions which meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value. Shares best practices with other employees across the business.

Accountability: Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Job Function : Customer Service