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Customer Retention Specialist

2 months ago

Thorofare, New Jersey, United States HPS, Inc. Full time
About the Role

We are seeking a highly skilled Customer Retention Specialist to join our team at HPS, Inc. As a key member of our Customer Success Team, you will be responsible for engaging with our existing customers to ensure their success and satisfaction with our products and services.

Key Responsibilities
  • Build and Maintain Relationships: Develop and maintain strong relationships with key contacts for existing business within assigned portfolio of customer accounts.
  • Drive Customer Success: Collaborate cross-functionally with sales and operations teams to drive resolution of customer issues, anticipate needs, and optimize customer results.
  • Communicate Effectively: Communicate effectively with customers to gather and deliver the necessary information to ensure successful, on-time delivery and quality assurance of their specific sealing solutions.
  • Analyze Customer Data: Analyze customer usage data and metrics to identify trends and opportunities for upselling or cross-selling additional products/services.
  • Utilize CRM Tools: Utilize Salesforce to coordinate Business Development activities, facilitating meetings using Salesforce and Microsoft Teams as well as generating new quotes, entering orders, coordinating expedited shipping, and other necessary tasks with the OF & SC teams.
  • Manage Client Communication: Collaborate with Sales to manage day-to-day client communication and ongoing relationships as it relates to current customer projects.
  • Build Long-Lasting Relationships: Build long-lasting, mutually beneficial relationships with external contacts and internal departments to create a better customer experience and ensure customer retention.
  • Travel and Training: As necessary, visit clients to capitalize on relationship-building opportunities and commit to our quality and environmental efforts by following processes and procedures and recommending improvements.
Requirements
  • Experience: Minimum 3-5 years of experience in customer success, account management, or related role, preferably in the industrial machinery/parts distribution, manufacturing, or design sector.
  • Education: Bachelor's degree in business, marketing, communications, or related field.
  • Skills: Proficient in Microsoft 365, Microsoft Business Central, and experience working with a CRM tool, preferably Salesforce.
  • Travel: Ability to travel up to 4x/year.
  • Authorization: Must be legally authorized to work in the U.S. and will not require sponsorship.
What We Offer
  • Competitive Wages: Competitive wages dependent upon experience and additional pay increases on an annual basis.
  • Comprehensive Benefits: Comprehensive benefits package to include medical, Rx, dental, vision, STD, LTD, 401K, and HSA.
  • Quarterly Bonus: Quarterly bonus (depending on meeting sales targets).
  • Training and Tuition Reimbursement: Training and Tuition Reimbursement benefits.
  • Company Paid Holidays: Company paid holidays.
  • Paid Time Off: Paid time off beginning at 15 days/year (prorated in year 1).