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Client Success Specialist

2 months ago

Hampton, New Hampshire, United States Dematic Full time


As a Client Success Specialist at Dematic, your role will be pivotal in fostering and nurturing robust relationships with our esteemed clientele.

Your main objective will be to guarantee customer satisfaction and long-term success by comprehending their distinct requirements and aligning our offerings to fulfill those needs.

By enhancing customer satisfaction, you will play a crucial role in driving customer retention, expansion, and contributing to the overall growth of our organization. The position allows for flexibility in location across the USA, with a requirement to travel (up to) 20% to client sites (including weekends).

What We Provide:
Career Advancement
Competitive Salary and Benefits
Transparency in Compensation
Global Career Opportunities

Dematic is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The estimated salary range for this position is $65,000 - $140,000 at the time of posting. Final compensation will be influenced by various factors such as work location, education, experience, knowledge, and skills.

Responsibilities and Qualifications:

Key Responsibilities:

Collaborate with Sales (both business service and customer service) to act as the primary contact for assigned clients, fostering and maintaining positive relationships.

Engage proactively with clients to understand their business goals, challenges, and priorities.
Work alongside cross-functional teams, including sales, marketing, product, and support, to deliver outstanding customer experiences.
Conduct regular check-ins and business reviews with clients to ensure their ongoing satisfaction and identify areas for enhancement.
Encourage customer adoption and utilization of our products or services by providing training, onboarding support, and best practices.
Analyze customer data, including usage metrics, feedback, and support inquiries, to identify trends, patterns, and areas for improvement.
Address customer issues and concerns promptly, seeking solutions that align with both customer needs and business objectives.
Identify opportunities for upselling or cross-selling to existing clients and collaborate with the sales team to pursue those opportunities.
Advocate for customer needs and requirements within the organization, influencing product enhancements or modifications when necessary.
Stay informed about industry trends, competitors, and emerging customer needs to ensure our business remains competitive and responsive.

What We Seek:
An associate's degree in business, engineering, supply chain, a related field, or equivalent experience.
1-3 years of experience in a Customer Success Manager, Account Manager, or similar customer-facing role.
Experience in sectors such as manufacturing, material handling/supply chain, sales, or customer service.
Strong interpersonal skills with the ability to build rapport and establish trust with clients.
Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.
Proactive problem-solving skills and the ability to think critically and analytically.
Strong organizational skills with the ability to manage 1-3 client accounts simultaneously.
Knowledge of customer success best practices, customer relationship management, and customer experience methodologies.
Familiarity with customer success metrics and tools for tracking customer satisfaction and engagement.
Experience with CRM software, Microsoft Office Suite, and collaboration tools.
Prior experience in a fast-paced, entrepreneurial environment.
Willingness to travel up to 20% of the time (may include weekends).

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