Client Success Coordinator, 3rd Eye

2 weeks ago

Austin, Texas, United States The Heil Co Full time

Company Overview:
Environmental Solutions Group is home to renowned brands such as Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, Soft-Pak, and Parts Central, forming a leading, fully integrated equipment group dedicated to the solid waste and recycling sector.

With a commitment to understanding customer needs through comprehensive outreach, in-house engineering, and a robust service network, we focus on delivering environmentally responsible solutions and exceptional support.

Our mission, "Improving Lives," inspires us to make a meaningful impact in the marketplace and within our communities.

Position Summary:
The role of Customer Success Specialist is crucial for enhancing customer loyalty and driving upsells or referrals by ensuring a high level of customer satisfaction. This position is responsible for cultivating and maintaining long-term business relationships, acting as an internal advocate and liaison for clients.

The ideal candidate will be proactive in guiding customers through their journey, identifying the root causes of issues, swiftly analyzing potential solutions, and providing clear, informed recommendations.

Key Responsibilities:

  • Serve as the primary contact for assigned accounts, fostering trust and rapport while pinpointing opportunities for improvement and documenting best practices.
  • Analyze the customer journey, offering consultative support to help clients navigate challenges and achieve their objectives.
  • Facilitate collaboration among project team members and third-party service providers to ensure timely deliverables.
  • Prepare documentation and visuals for clients to showcase campaign performance, analyzing trends to identify areas for enhancement.
  • Oversee the overall relationship with assigned clients, managing onboarding, implementation, training, and ensuring high levels of customer satisfaction.
  • Establish a trusted advisor relationship to drive continued value from our products and services.
  • Develop and maintain customer success strategies and support content in collaboration with the creative team.
  • Communicate effectively with both internal and external senior management to understand customer needs and maximize retention and growth.
  • Maintain customer success metrics and data as directed.

Qualifications:
Associates Degree or equivalent experience is required, along with 3-5 years in communications, marketing, sales, account management, or customer success. Strong verbal and written communication skills, strategic planning, and project management abilities are essential. Candidates should possess an analytical mindset and be comfortable working across various departments in a fast-paced environment.

Successful candidates will be self-motivated, proactive, and possess a positive attitude, with the ability to work independently while following guidance from remote management. Effective communication with customers via phone and in person is crucial, as is the ability to utilize company-provided technologies for reporting and documentation.

Core Competencies:
Building collaborative relationships, focusing on customer impact, and being results-driven are key competencies for this role. Candidates should maintain high ethical standards and professionalism in all business interactions.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

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