Sr. Customer Success Specialist

4 months ago

Elma, United States Procom Full time

On behalf of our client, Procom Services is seeking a Senior Customer Success Specialist to serve as a primary point of contact for large customer accounts.

This individual is responsible for managing and nurturing customer relationships to ensure satisfaction, retention, and growth. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

The role involves collaboration with internal teams (value stream managers, engineering, quality and operations) to ensure the successful delivery of our clients products and services.

Essential Functions

  • Primary contact for external communications via email, telephone, and conference calls with assigned large complex customer accounts ensuring a positive relationship is maintained.
  • Represent the Voice of the Customer in internal meetings. Drive recovery plans and issue resolution for assigned accounts.
  • Acknowledge all new and change orders, and update the committed delivery dates in assigned Customer portals.
  • Perform contract review on all orders prior to loading data into company's ERP system
  • Maintain the company's ERP system with all new and change orders pursuant to company procedures.
  • Maintains the company's CRM system with all customer related information (Company, Contacts, Notes, Issues, etc.).
  • Gathers customer-success metrics ,and data as directed and identifies areas of improvement to management.
  • Collaborate, problem-solve, and strategize with team members on upcoming client meetings.
  • Works the with company's value stream manager(s) to understand the delivery status on open orders and communicate as necessary to customers any changes to the committed delivery schedule.
  • Hold monthly orderbook reviews with all assigned customers to ensure the company's ERP system remains aligned with customer's demand, including orders and forecasts.
Essential Skills:
  • Bachelor's degree in business, marketing, or a related field or equivalent. Advanced degree preferred.
  • 5 + years' experience as a Customer Success Specialist or in a similar customer facing role.
  • Strong communication and interpersonal skills.
  • Excellent organizational and time-management abilities.
  • Advanced knowledge of CRM and ERP systems.
  • Attention to detail and follow-through.
  • Ability to resolve conflict.
  • Manage multiple priorities and politically savvy.
  • Ability to manage conflict and adversity.
  • Advanced MS Excel analytical skills.
  • Proficient in Microsoft Office
  • Ability to work collaboratively in a team and cross-functional environment

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