Senior Customer Success Specialist

2 weeks ago

Akron, Ohio, United States Dr. B Full time


DRB (A Vontier Company) stands as the premier provider of technology-driven devices and software solutions tailored for the North American car care sector.


OUR MISSION:
To empower the future of vehicle maintenance – no matter where the journey leads.

OUR VISION:

To enhance our clients' growth through connected, data-driven technology, fueled by our commitment to innovation and excellence.


ROLE OVERVIEW:

In the capacity of a Senior Customer Success Specialist, your primary responsibility will be to enhance customer satisfaction and retention by ensuring that our clients achieve their desired results with our offerings. You will utilize your expertise to navigate complex customer scenarios, mentor junior team members, and contribute to the ongoing enhancement of our customer success methodologies. Your position is vital in nurturing enduring relationships and uncovering growth prospects within our clientele.


KEY RESPONSIBILITIES:

Customer Onboarding:
Spearhead the onboarding journey for new clients, guaranteeing a seamless transition and effective utilization of our products/services.

Customer Support:
Deliver advanced assistance to resolve intricate customer challenges through various communication channels (email, phone, chat) swiftly and effectively.

Relationship Management:
Cultivate and sustain robust, long-lasting connections with key stakeholders to enhance customer satisfaction and loyalty.

Proactive Engagement:
Assess customer health metrics and usage trends, proactively reaching out to clients to offer support, training, and resources.

Feedback Loop:
Gather and relay customer insights to internal teams to guide product/service enhancements and development.

Documentation:
Maintain precise and comprehensive records of customer interactions, issues, and resolutions within the CRM system.

Team Leadership:
Guide and support junior Customer Success Specialists, sharing best practices and providing mentorship to elevate team performance.

Process Improvement:
Contribute to the design and refinement of customer success processes and tools to boost efficiency and effectiveness.

SUPERVISORY RESPONSIBILITIES:

This role operates under the general guidance of the VP of Customer Success, exercising discretion and independent judgment regarding significant departmental matters.


MINIMUM REQUIREMENTS:
Experience: 3-6 years in a customer-facing capacity, ideally in customer success, account management, or support.

Education:
Bachelor's degree in Business, Marketing, Communications, or a related discipline preferred.

PREFERRED QUALIFICATIONS:
Experience specific to the industry relevant to the company's offerings.
Familiarity with customer success best practices and frameworks.
Experience in analyzing customer data to derive actionable insights.
Ability to operate independently and collaboratively within a team.

SKILL SETS:
Industry-specific experience relevant to the company's offerings.
Familiarity with customer success best practices and frameworks.
Experience in analyzing customer data to derive actionable insights.
Ability to operate independently and collaboratively within a team.

Vontier is a global industrial technology company that integrates productivity, automation, and multi-energy technologies to meet the demands of a rapidly evolving, interconnected mobility ecosystem. Leveraging leading market positions, decades of domain expertise, and an unparalleled portfolio breadth, Vontier facilitates the movement of the world – delivering intelligent, safe, and sustainable solutions to our clients and the planet.

Vontier fosters a culture of continuous improvement and innovation, grounded in the principles of the Vontier Business System and embraced by colleagues worldwide. Vontier is proud to be an equal opportunity employer, dedicated to building inclusive environments and ensuring equitable access, opportunity, and treatment for all.

Vontier maintains a zero-tolerance policy towards discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information, and any other characteristics protected by law.

We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities.

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