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Sr Associate, Customer Success

1 month ago

Akron, United States Dr. B Full time

DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO: enabling the future of vehicle care – wherever the road takes you.
WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

JOB PURPOSE: As a Senior Customer Success Associate, you will be responsible for driving customer satisfaction and retention by ensuring our customers achieve their desired outcomes with our products or services. You will leverage your experience to handle complex customer situations, mentor junior team members, and contribute to the continuous improvement of our customer success processes. Your role is critical in fostering long-term relationships and identifying growth opportunities within our customer base

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

  • Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth transition and effective adoption of our products/services.
  • Customer Support: Provide advanced support to resolve complex customer issues through various channels (email, phone, chat) promptly and effectively.
  • Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders to drive customer satisfaction and loyalty.
  • Proactive Engagement: Monitor customer health metrics and usage patterns, proactively engaging with customers to provide assistance, training, and resources.
  • Feedback Loop: Collect and communicate customer feedback to internal teams to inform product/service improvements and development.
  • Documentation: Ensure accurate and comprehensive records of customer interactions, issues, and resolutions in the CRM system.
  • Team Leadership: Mentor and support junior Customer Success Associates, sharing best practices and providing guidance to enhance team performance.
  • Process Improvement: Contribute to the development and refinement of customer success processes and tools to enhance efficiency and effectiveness.
SUPERVISORY RESPONSIBILITIES:

The position works under general direction of the VP Customer Success, exercising discretion and independent judgment with respect to matters of significance in the department.

MINIMUM REQUIREMENTS:
  • Experience: 3-6 years of experience in a customer-facing role, preferably in customer success, account management, or support.
  • Education: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred
Preferred qualifications:
  • Industry-specific experience relevant to the company’s products/services.
  • Familiarity with customer success best practices and frameworks.
  • Experience in analyzing customer data to drive actionable insights.
  • Ability to work independently and as part of a collaborative team.
Skill Sets:
  • Industry-specific experience relevant to the company’s products/services.
  • Familiarity with customer success best practices and frameworks.
  • Experience in analyzing customer data to drive actionable insights.
  • Ability to work independently and as part of a collaborative team.


Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com.

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as “Vontier Company”.

Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail vnttalentacquisition@vontier.com.

Equal Opportunity Employer

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