Customer Success Specialist

17 hours ago

Memphis, Tennessee, United States Inventory Locator Service,® LLC Full time
Job Summary

The Customer Success Specialist will work directly with customers to educate them on how to receive the most value from the ILS offerings. The successful candidate will be responsible for handling inbound support requests from government accounts as well as reaching out to customers who are not tracking along the desired customer journey. The Customer Success Specialist will intervene to get these customers into the correct group sessions or offer personalized training sessions for larger customers. This position will collaborate closely with Sales, Marketing, and Accounting to ensure we are enhancing the customer experience by providing world-class support and supporting the goals of the relationship.

Responsibilities
  • Maintains a detailed knowledge of our products and the impact they can have on our customers and understand the competitive market as it relates to our business
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and satisfaction
  • Responding efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued
  • Receive escalation calls from customers and work to save the customer
  • Define business outcomes and build a customer success plan which includes key objectives, milestones, stakeholders, and the measurement of success
  • Maintain a revenue base by managing account retention and renewal
  • Review and process government purchase orders to ensure accuracy and coordination of payment
  • Coordinate the on-boarding process for new customers by supporting the initial rollout of products/solutions to customers
  • Support ongoing upgrades/changes to solutions for customers
  • Support customer change requests
  • Works cross-functionally within the organization
  • Identify common customer challenges and actively suggest solutions based on our product/service offerings
Requirements
  • Bachelor's degree in related discipline. May consider combination of equivalent experience and education in lieu of degree
  • 2+ years of experience in customer success or account management. Government contracting experiences a benefit
  • Experience working with domestic and foreign militaries is an additional benefit
  • Salesforce experience a benefit
  • Strong cross-functional partnership experience
  • Passion for helping customers and colleagues
  • Excellent verbal and written communication skills with the ability to document and communicate with internal and external resources
  • Exceptional attention to detail and ability to solve complex, interdependent problems required to ensure accuracy and effective execution of all projects and tasks undertaken
  • Highly organized with ability to effectively prioritize and multi-task
  • Must be a proactive problem solver, and able to handle multiple complex issues and tasks
  • Proficiency with MS Office, especially Excel and PowerBI, is desired for advanced data analysis
  • High energy and positive can do attitude

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