Customer Success Specialist

4 weeks ago

Palm Beach Gardens, Florida, United States Copeland Full time
About Us

We are a global leader in climate technologies, engineered for sustainability. Our mission is to create efficient and sustainable spaces through innovative HVACR solutions. We protect temperature-sensitive goods throughout the cold chain, ensuring the freshest and safest products reach consumers. Our commitment to sustainability drives us to reduce carbon emissions and improve energy efficiency in spaces of all sizes.

Job Description

This position, Customer Success Specialist, requires a customer-focused individual who can develop and maintain long-term business relationships. As an internal advocate for the customer, you will serve as a liaison between our team and clients, ensuring seamless communication and resolution of issues. Your hybrid skills in technology and relationship management will enable you to drive problem-solving, analyze solutions, and make informed recommendations. Effective communication, organization, and time management skills are essential for this role, as you will handle diverse and complex problems simultaneously.

Key Responsibilities:
  • Account Management: Develop and maintain strong relationships with clients, ensuring their needs are met and exceeded.
  • Customer Training: Conduct product and software training sessions via web conference calls and in-person meetings.
  • Solution Identification: Communicate and identify potential growth opportunities for clients.
  • Issue Resolution: Manage customer issues, ensuring timely and effective resolution.
  • Communication: Effectively communicate with clients, ensuring clear understanding of solutions and expectations.
  • Metrics Achievement: Ensure metrics are achieved and aligned with overall company goals.
  • Collaboration: Coordinate with Sales, Support, and Software teams to deliver value to customers.
  • Knowledge Sharing: Share best practices with team members to enhance quality and efficiency of customer support.
Requirements:
  • At least 1 year of work experience in customer service/account management.
  • Customer-focused, with a proven track record of surpassing client expectations.
  • Relationship building skills, with the ability to develop and maintain strong relationships.
  • Excellent follow-up skills, with the ability to ensure tasks are completed.
  • Excellent verbal and written communication skills.
  • Self-motivated, proactive, and able to think outside the box.
  • Ability to manage competing priorities, multitask, and work collaboratively in a team environment.
  • Competent with Microsoft Office suite.
  • Excellent time management and organizational skills.
Preferred Qualifications:
  • Experience in account management or the software/technology industry.
  • Bilingual.
  • Salesforce, Jira, and Basecamp experience.
Flexible Work Schedule:
This role offers a hybrid work-from-home option up to three days a week and a core hour schedule. You can choose to flex your start and stop times, given you are working during the core hours of 9:00 AM - 3:00 PM. Our teams work together to ensure our chosen work schedules enable our creativity and productivity as we serve the needs of our customers.

Why Work in the Greater Palm Beach Area:
Palm Beach Gardens, FL, is in the Greater Palm Beach area, surrounded by beautiful beaches. Located near the Atlantic Ocean, there is no shortage of aquatic activities. Palm Beach Gardens is a family-friendly area with schools committed to providing a world-class education. The town has a vibrant nightlife, with over 2,000 bars and restaurants.

About Our Location:
As part of the Cold Chain business unit, our business' primary focus is providing complete, end-to-end cold chain visibility into in-transit, perishable cargo shipments. Our core technologies allow for the protection, proper temperature monitoring, and tracking of perishable, high-value shipments in real-time. This advanced technology and traceability, coupled with our cold chain expertise, help food retailers, restaurants, growers, suppliers, and food exporters mitigate food waste, while helping ensure only the freshest and safest products reach consumers.

Our compensation philosophy is simple: we pay a competitive base salary, within the local market in which we operate, and reward performance during the annual merit review process. In accordance with Colorado EPEWA, the salary range for this role is up to $44,000.00 annually, commensurate with the skills, talent, capabilities, and experience each candidate brings to a role. Our success is measured by the positive impact we make on people, our communities, and the world in which we live.

Our Commitment to Our People:
Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology, and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation, and holiday leave. Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating, and refrigeration, and cultivate a better future. Learn more about us and how you can join our team.

Our Commitment to Diversity, Equity & Inclusion:
At Copeland, we believe having a diverse, equitable, and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives, and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers, and making a positive impact in the communities where we live.

Work Authorization:
Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J, or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer:
Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

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