Customer Success Specialist
3 weeks ago
The position of Customer Success Specialist will be based out of our Tampa, FL Location Summary The Customer Success Specialist is responsible for maintaining and expanding Rexel's Annual Recurring Revenue. Will utilize data derived from normal business activities, customer support/service interactions and contracts, and other datasets to gain insights into customer needs and potential opportunities. The Customer Success Specialist with collaborate with customers, Sales, Product Specialists, and Services, and will assist in aligning customer objectives with the company's offerings. Furthermore, this role involves providing support in generating quotes and handling Rexel and Rockwell Services orders. Additionally, it includes assisting in the management, invoicing, and execution of these orders in collaboration with the Services Team. The individual in this position also serves as the primary point of contact for customers regarding specific aspects of the Industrial Services offer, such as Remanufacturing/ Repairs, Field Labor engagements, Training, and Contracts What You’ll Do Build positive working relationships between Rexel and customers, digitally and through customer meetings Work with Marketing team to help lead contract adoption and expansion campaigns Accurately communicate a value proposition based on the data being presented Analyze customer contract usage data contained within Customer Success Platform and other sources to look for trends Collaborate with sales, specialists, and other roles within Rexel Automation and Rockwell Automation Understand basic concepts of automation regarding product lifecycles, simple migration paths, and learning to identify opportunities based a customer’s install base and support usage Review progress with leadership Other duties as assigned The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Rexel USA. What You’ll Need High School or GED Bachelor’s Degree in Business or Technical degree preferred 3+ years of Customer Success Manager experience Prior experience with Rockwell Automation products and services preferred Knowledge, Skills & Abilities Must have excellent interpersonal, analytical, and written/verbal communication skills Be a self-starter that can work both independently and in team-based environments Must be able to build positive working relationships with people at all organizational levels Must demonstrate integrity and a firm commitment to company beliefs and values Attention to detail and organizational skills Delivers exceptional customer experience Working Conditions and Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working Environment Exposed to unpleasant or disagreeable physical environment such as high noise level and/or exposure to heat and cold None Exposed to electrical hazards; risk of electrical shock None Handles or works with potentially dangerous equipment None Travels to offsite locations Frequently – 21% to 50% Physical Demands Sit: Must be able to remain in a stationary position Constantly – at least 51% Walk: Must be able to move about inside/outside office or work location Frequently – 21% to 50% Use hands to finger, handle or feel: Operates a computer and other office machinery Constantly – at least 51% Stoop, kneel, crouch, or crawl: Must be able to crouch down to stock shelfs, pick up boxes, or position one’s self to maintain computers in the lab/under desks/in server closet Occasionally – up to 20% Climb or balance: Must be able to ascend/descend on a ladder, forklift, pallet jack, or other warehouse equipment None Talk, hear, taste, smell: Must be able to use senses to; effectively communicate with co-workers and clients and detect hazardous conditions Constantly – at least 51% Weight and Force Up to 10 pounds Occasionally – up to 20% Up to 25 pounds None Up to 50 pounds None Up to 75 pounds None “Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.”
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