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Client Success Specialist

2 months ago

Mantua, New Jersey, United States HPS, Inc. Full time

About HPS, Inc.:

HPS, Inc. is a prominent player in the seal design and supply industry, currently in search of a mid-level Client Success Specialist. Our organization prioritizes resolving technical challenges, delivering optimal solutions, and providing exceptional customer service. We offer competitive compensation, generous paid time off, company holidays, a comprehensive benefits package, and a quarterly bonus program. Established in 1975, HPS Inc. is a family-owned enterprise, supported by a dedicated team of professionals in a collaborative setting. If you are an enthusiastic, solution-oriented customer advocate eager to leverage your consultative and project management expertise to address customer needs, we encourage you to explore this opportunity.

At HPS, Inc., we believe that a well-rounded and fulfilled team member understands their value and purpose, and is empowered to make a meaningful impact through their work. We promote work-life balance with generous paid time off, company-wide breaks during holidays, and the conviction that great work occurs in a supportive environment. HPS nurtures its employees with specialized paid training and tuition reimbursement benefits after applicable waiting periods, along with our famous Bagel Fridays and an abundance of snacks and beverages available throughout the office and warehouse.

Role Overview:

The Client Success Specialist will be an integral part of our Customer Success Team, engaging with current HPS customers through a consultative approach to ensure their success by comprehending business objectives and challenges while proactively identifying opportunities to meet those needs with HPS products and services.

Key Responsibilities:

  • Onboarding, developing, and sustaining robust relationships with key contacts within an assigned portfolio of customer accounts.
  • Acting as the voice of the customer while collaborating cross-functionally with sales and operations teams (Engineering, Supply Chain, Order Fulfillment) to resolve customer issues, anticipate needs, and enhance customer outcomes.
  • Analyzing customer usage data and metrics to uncover trends and opportunities for upselling or cross-selling additional products and services.
  • Utilizing Salesforce to coordinate Business Development activities, facilitate meetings, generate new quotes, enter orders, and coordinate expedited shipping with the Order Fulfillment and Supply Chain teams.
  • Working alongside Sales to manage daily client communication and ongoing relationships related to current customer projects.
  • Fostering long-lasting, mutually beneficial relationships with external contacts and internal departments to enhance the customer experience.
  • Visiting clients as necessary to maximize relationship-building opportunities.
  • Committing to our quality and environmental initiatives by adhering to processes and procedures and suggesting improvements.

Ideal Candidate Profile:

  • Capable of working independently and collaboratively in a fast-paced, dynamic environment while maintaining meticulous attention to detail and professionalism.
  • Adept at building and sustaining strong customer relationships.
  • Experienced in project management, as customer onboarding, account planning, issue resolution, customer success initiatives, cross-functional collaboration, and data analysis are vital for success in this role.
  • Able to comprehend technical products and effectively communicate technical concepts to both technical and non-technical audiences.
  • Solution-oriented, contributing to long-term customer satisfaction and retention to drive business growth and success.
  • Flexible and adaptable, enabling navigation through the complexities of client relationships, industry dynamics, and team collaboration to contribute to the success of both the customer and the company.

Qualifications:

  • Minimum 3-5 years of experience in customer success, account management, or a related role, preferably within the industrial machinery, parts distribution, manufacturing, or design sectors.
  • Bachelor's degree in business, marketing, communications, or a related field.
  • Proficient in Microsoft 365, Microsoft Business Central, and experienced with a CRM tool, preferably Salesforce.
  • Ability to pass pre-employment screening, including a drug test and background check.
  • Ability to work first shift: 8:30 am - 5:00 pm EST, Monday-Friday. Limited hybrid work arrangement available.
  • Capable of working independently while managing deliverables and deadlines for multiple accounts while maintaining trusted relationships.
  • Able to understand customer needs, negotiate costs and services, and deliver client-focused solutions.
  • Excellent written and verbal communication skills (English) with the ability to build rapport and trust with customers.
  • Must be legally authorized to work in the U.S. and will not require sponsorship.
  • Travel: Likely 1x/quarter but as much as 1x/month.

What We Offer:

  • Competitive wages based on experience with annual pay increases.
  • Comprehensive benefits package including medical, Rx, dental, vision, STD, LTD, 401K, and HSA.
  • Quarterly bonuses based on meeting sales targets.
  • Training and Tuition Reimbursement benefits.
  • Company-paid holidays.
  • Paid time off starting at 15 days/year (prorated in year 1).

Join Our Team: If you are an enthusiastic, solution-oriented customer advocate looking to utilize your consultative and nurturing approach to drive customer success, we want to hear from you.