Customer Success Specialist

2 days ago

Austin, Texas, United States Environmental Solutions Group Full time
Job Title: Customer Success Specialist

Job Summary:

The Customer Success Specialist plays a vital role in driving customer retention and growth by ensuring customer satisfaction. This position develops and maintains long-term business relationships by serving as an internal advocate and client liaison.

Key Responsibilities:

  • Serve as the primary point of contact for assigned accounts, building trust and rapport while identifying areas of opportunity and highlighting best practices.
  • Review the customer journey, identifying how it's supported, and take a consultative approach in helping clients overcome issues and achieve goals.
  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
  • Collaborate, problem-solve, and strategize upcoming client meetings with team members.
  • Prepare necessary documentation or visuals for clients to demonstrate performance of campaigns; analyze trends to identify areas of improvement.
  • Own the overall relationship with assigned clients, including managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
  • Maintain existing customer success metrics and data as directed.

Requirements:

  • Associates Degree or equivalent work experience required.
  • 3-5 years of experience in communications, marketing, sales, account management, or customer success.
  • Strong verbal and written communication, strategic planning, and project management skills.
  • Analytical and process-oriented mindset.
  • Comfortable working across multiple departments in a deadline-driven environment.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • Must be very self-motivating, proactive, and have a self-starter personality with a can-do attitude looking to be a team player.
  • Effectively and professionally communicate with customers via phone and in person.
  • Ability to operate company-provided technologies for reporting and documentation along with basic computer skills.
  • Quickly become a subject matter expert on all company product lines, kits, and accessories.
  • Must be detail-oriented with a thorough approach to note-taking and documentation.

Competencies:

  • Builds and Manages Collaborative Relationships
  • Customer Impact
  • Results Driven

Knowledge, Skills, and Abilities:

  • Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities with both internal and external customers are performed with a professional demeanor and that all participants are held accountable to this high standard.
  • Communication: Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel. Listens to understand input, feedback, and concerns. Provides complete information in an open, honest, and straightforward manner. Responds promptly and positively to questions and requests.
  • Teamwork and Relationships: Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad. Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others.
  • Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements. Uses technical and analytical abilities to assure existing work practices are the most efficient and cost-effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions that meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value. Shares best practices with other employees across the business.
  • Accountability: Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

Environmental Solutions Group is an Equal Opportunity Employer.

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