Customer Success Specialist

1 day ago


Peoria, Illinois, United States Advanced Technology Services (ATS) Full time
Job Title: Customer Enablement Specialist

At Advanced Technology Services (ATS), we are seeking a highly skilled Customer Enablement Specialist to join our team. As a key member of our organization, you will play a critical role in maintaining standard ATS processes for our customers and identifying opportunities for continuous process improvement.

Key Responsibilities:
  • Maintain Standard ATS Processes: Ensure that our customers receive exceptional service by maintaining standard ATS processes and identifying areas for improvement.
  • Communicate Effectively: Develop and maintain positive relationships with assigned customers through regular communication and issue resolution.
  • Partner with Customers: Collaborate with new and expanding customers to ensure seamless platform setup and onboarding.
  • User Account Management: Process user account requests, manage log-in credentials, and validate client data to ensure accurate and secure access to our platform.
  • Metrics and Documentation: Prepare and present standard metrics and process documentation to customers and leadership, highlighting areas of improvement and success.
  • Collaboration and Escalation: Work closely with solutioning, installation, support, and training teams to enhance standards, service delivery, and documentation, and serve as an escalation point for customers during the onboarding process.
Requirements:
  • Education and Experience: Associate's degree or equivalent experience and 1 year of related experience.
  • Business Acumen: Strong business acumen with the ability to represent a professional services organization.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to engage and educate audiences.
  • Problem-Solving: Ability to stay organized and problem-solve in a fast-paced environment.
Preferred Qualifications:
  • Industrial Manufacturing: Understanding of industrial manufacturing principles and practices.
  • Condition-Based Monitoring: Familiarity with condition-based monitoring platforms and their applications.
Competencies:
  • Safety: Commitment to maintaining a safe working environment.
  • Customer Focus: Strong customer service skills and ability to prioritize customer needs.
  • Communications: Excellent written and verbal communication skills.
  • Interpersonal Skills: Ability to build strong relationships with customers and colleagues.
  • Task Management: Strong organizational and time management skills.
  • Business Acumen: Understanding of business principles and practices.
Physical Demands and Working Conditions:

This role requires regular standing, walking, and use of hands/fingers to handle objects. The employee must occasionally lift and/or move objects weighing more than 30 pounds. The work environment is typically moderately noisy and requires the use of a standard keyboard and computer to document calls in a ticketing system.



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