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Customer Success Specialist

2 months ago

PEORIA, United States Advanced Technology Services Full time

Founded in 1985, ATS is a company with a presence in the United States, Mexico and the United Kingdom. We are professionals in Industrial Maintenance and we make factories run better.

Fundada en 1985, ATS es una empresa con presencia en los Estados Unidos, México y el Reino Unido. Somos profesionales en mantenimiento industrial y hacemos que las fábricas funcionen mejor.

Principal Duties/Responsibilities:

  • Partners with new and expanding customers to ensure seamless platform setup.
  • Acts as a subject matter expert for technology platform operations and functionality.
  • Communicates directly with assigned customers, maintaining positive relationships.
  • Facilitates the customer onboarding process to maximize platform adoption and customer satisfaction.
  • Facilitates customer training in system adoption, monitored asset device connectivity and transmission inspection, and provides follow up and resolution of MHM platform and service delivery concerns.
  • Establishes user accounts and log-in credentials; receives, uploads, and validates client data, configures features, and delivers platform feature end-user training.
  • Handles user management changes, additions, resets, deletes, user roles, etc. through platform admin toolsets with focus on driving clients to self-service features
  • Produces standard reports about users, devices, asset hierarchies, alerts, cost avoidances, etc. through BI based toolsets.
  • Works collaboratively with solutioning, installation, support, and training teams to enhance standards, service delivery, and documentation.
  • Sets cadence call schedules and communication expectations with customers, and actively participates in initial service delivery communications within first 30/60/90 days.
  • Guides customers through the onboarding phase into service delivery.
  • Suggests feature or functionality changes or enhancements to product management based on feedback.   
  • Supports the relationship between the business and the consumer, including front- and back-end operations in sales, service, marketing, and support.

Knowledge, Skills, Abilities (KSAs), & Competencies:

Essential KSAs:

  • Bachelor’s degree or equivalent from a four-year college or technical school and 5 years related experience and/or training or equivalent combination of education and experience.
  • Exceptional business acumen with an ability to represent a professional services organization.
  • Excellent verbal and written communication skills.
  • Excellent presentation skills and an ability to engage and educate audiences.
  • Ability to stay organized and problem solve in a fast-paced environment.
  • Ability to build internal and external collaborative relationships.

Desirable KSAs:

  • Understanding of sensor centered maintenance approaches and techniques.
  • Project Management experience.
  • Commercial sales experience.
  • Understanding of industrial manufacturing environment and predictive maintenance.
  • Understanding of machine diagnostics and complex operating systems.
  • Understanding of condition based monitoring platforms.

Competencies:

  • Safety
  • Customer Focus
  • Communications
  • Interpersonal skills
  • Task management
  • Business Acumen

ATS is committed to providing equal employment opportunity in all aspects of employment to all applicants and employees, regardless of age, color, race, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, disability, veteran status, genetic information or other legally protected status.

ATS se compromete a brindar igualdad de oportunidades de empleo en todos los aspectos del empleo a todos los solicitantes y empleados, independientemente de su edad, color, raza, religión, sexo (incluido el embarazo, identidad de género y orientación sexual), origen nacional, discapacidad, estatus de veterano, información genética u otro estatus legalmente protegido. Revisión de la política de privacidad aquí here.

Privacy policy review here.