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Customer Success Representative, Compressor Technique

3 months ago

Rock Hill, United States Atlas Copco Full time

Your Role Reports to: Product Line Manager – Service contracts Mission: Build and maintain positive long-term relationships with the targeted customers; ensure sustainability of the service contacts portfolio in the assigned region; work in strong collaboration with Service Sales Managers to assure customer success with our service solutions through proactive engagement. Roles And Responsibilities: Reduce customer and contract attrition through renewing expired and recovering cancelled contracts. Provide training and assure customer adoption with our Web applications, processes, and tools, including but not limited to SMARTLINK, billing, contract policies, and PO renewals. Assure good customer comprehension of our Service solutions’ proposal and value behind it. Engage targeted customers through proactively planned regular virtual meetings, emails, and calls; involve Service Sales Managers when needed. Facilitate issues and conflicts resolution if any appear by solving them directly when possible or with proactive internal coordination. Continuously seek further customer needs; generate marketing insights for regional Sales teams through CRM Leads, which represent qualified business potential for upsell or cross-sell. Assure completeness of serviced equipment by adding missed non-serviced units under the existing contract (in coordination with a Service Sales Manager). Monitor the availability (uptime) of the contracted machines and create an action plan to keep it on the targeted levels. Assure ‘contracts health’ by following up on all required signatures, SMARTLINK connectivity, correctness, and completeness of configured service solutions and customer contact details. Go through NPS surveys, follow them up with the customer, involving sales and operations teams when needed; assure high NPS response rate. Use CRM system (C4C) to manage calls, virtual meetings, tasks/emails, leads, opportunities, customer base, contacts, and activities. Work together with the Service Sales Managers, building customer-oriented proposals. Continuously seek to identify and implement improved contract processes and procedures. Modify contracts for changes. Audit contracts as needed for invoicing and service discrepancies. Communicate effectively with the Service Sales Managers as an effective sales team. Perform additional duties as assigned. To succeed, you will need: Experience: 3 years of relevant experience. Sales experience in the industry is a strong advantage. Education: Associate’s 2-year degree or equivalent work experience. A bachelor’s or higher degree is a strong advantage. Personality Requirements: Collaborative and empathetic. A creative thinker, not just technically but also commercially. Dynamic and proactive. Strong believer there is always a better way of doing things. Resilient, capable of facing objections and dealing with conflicts. Be able to engage, connect to other people and build solid relationships. Strong learning aptitude. Skills: Strong verbal and written communication skills with attention to detail. Ability to handle medium-complex calculations. Analytical skills and strategic thinking. Proficient in MS PowerPoint, MS Word, MS Excel, and MS Outlook. Experience in working with SharePoint, PowerBI, Showpad, SAP C4C, and SAP CPQ is a plus. In return, we offer you: Choose your career with us Drive your Career, Explore Opportunities, Realize your Passion . . . Attractive benefits Include: Excellent compensation package, including a flexible benefits plan, and generous 401(k) retirement plan. Health insurance/ Dental Insurance/ Vision insurance. Competitive Paid time off. Life & Disability insurance. $70k - $85k Salary based on knowledge, skills, and experience. Additional technical training is provided for the most qualified candidate. Are we a good fit? Atlas Copco is a Swedish company. The Swedish human culture still runs through the veins of our 38,000 employees in more than 90 countries. It has a strong family feeling with a warm respect for every individual, and we strive for strong diversity . We also invest heavily in our customers, in the environment, but first and foremost in our own people. In this way, we provide a stimulating environment in which you can develop your competencies daily. Moreover, our family work atmosphere gives you the flexibility to find an optimal balance between work and private life. City: Rock Hill, SC Diverse by nature and inclusive by choice Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging. Atlas Copco Compressors LLC is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Atlas Copco Compressors LLC strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All Atlas Copco Compressors LLC employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. #J-18808-Ljbffr