Client Success Advocate

3 weeks ago

Canby, Oregon, United States Franklin Electric Full time
Customer Success Specialist - Aftermarket Parts

Department: Sales / Marketing

Employment Type: Full Time

Location: Remote

Reporting To: Jennifer Newsome

Overview

At Franklin Electric, our vision for Customer Success is clear: "We aim to be an essential partner to our top clients, transforming them into loyal advocates through comprehensive customer insights, product knowledge, and holistic support. Our initiatives will enhance revenue growth, customer loyalty, and market reach. This position is dedicated to providing comprehensive account and relationship management for our key clients, driving best practices and innovation to deliver increased value to the organization." The primary objective is to elevate customer satisfaction, retention, and the utilization of critical product and service features within a specific market segment.

Key Responsibilities

Essential Duties and Responsibilities
  • Serve as the primary point of contact for our top clients, managing all aspects from order processing to accounts receivable support and issue resolution.
  • Anticipate client needs proactively, identifying potential opportunities or challenges, and formulating recommendations to address them effectively.
  • Support marketing initiatives aimed at establishing new relationships and expanding our customer base.
  • Act as the voice of the customer, liaising with marketing, product development, professional services, and sales teams.
  • Build and strengthen relationships with clients by understanding their business goals and delivering exceptional support.
  • Maintain regular communication with clients regarding updates, information, concerns, and suggestions.
  • Analyze feedback and benchmark data to launch innovative initiatives that align with client expectations and needs.
  • Identify opportunities for upselling, new product introductions, and managing inventory effectively to create tailored value strategies.
  • Oversee deliverables to ensure alignment with the team's strategic objectives.
  • Utilize customer benchmark data to showcase clients' strategic successes and provide ongoing optimization recommendations.
  • Coordinate with internal teams including Product Managers, Sales, and Marketing.
  • Organize workflows to meet client timelines, ensuring processes align with customer requirements.
  • Complete necessary forms, applications, and customer requests.
  • Travel as needed for customer visits, trade shows, and events.
  • Perform additional duties as assigned.
Supervisory Responsibilities
  • None
Core Competencies
  • Problem-solving
  • Follow-up
  • Initiative and results-oriented
  • Efficient project management
  • Planning and organization
  • Self-motivated
Skills, Knowledge, and Expertise

Skills and Abilities
  • Dependable, self-driven, and proactive
  • Results and goal-oriented
  • Focused on customer growth
  • Strong communication skills, both written and verbal, for internal and external interactions
  • Exceptional problem analysis and innovative problem-solving abilities
  • Professional demeanor in all interactions
  • High attention to detail and accuracy
Education and Experience
  • Bachelor's degree (strongly preferred)
  • Three to five years of relevant experience in customer service, customer experience, customer success, or a related field (required)
Computer Skills

Basic: Alphanumeric data entry; word processing/typing

Advanced: Proficiency in Microsoft Office Suite including Outlook, Word, Excel, and PowerPoint

Desirable: Experience with JDE and Microsoft Dynamics

Certificates and Licenses
  • None
Physical Activities
  • While performing the functions of this job, the employee is:
    • Regularly required to sit, talk, or hear
    • Frequently required to use hands to finger, handle, or feel and to reach with hands and arms
    • Occasionally required to stand, walk, climb, or balance
  • Specific vision abilities required by this job include close vision
  • The employee must frequently lift and/or move up to 10 pounds
The company will make reasonable accommodations to enable individuals with disabilities to perform the essential functions and expectations.

Environmental Conditions
  • This position is not subjected to harmful environmental conditions
  • The noise level in the work environment is usually moderate
At Franklin Electric, we are committed to fostering a diverse and inclusive culture that welcomes candidates from various backgrounds and industries. We encourage you to consider this opportunity to join our team.

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