Customer Success Senior Professional - Grand Rapids, United States - Dematic

Description

As a Customer Success Senior Professional at Dematic, you will be responsible for developing and maintaining strong relationships with our valued customers.

Your primary focus will be on ensuring customer satisfaction and long-term success by understanding their unique needs and aligning our products or services to meet those requirements.

By maximizing customer satisfaction, you will drive customer retention, expansion, and contribute to the overall growth of our business. Additionally, you will be a main contributor to the development of the Customer Success Program. The employee can be based anywhere in the USA or near any Dematic US location. Must be willing to travel (up to) 20% to customer sites (including weekends).


What we offer:
Career Development
Competitive Compensation and Benefits
Pay Transparency
Global Opportunities


Learn More Here:

Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The base pay range for this role is estimated to be $82,000 - $166,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.


Tasks and Qualifications:
What

You Will Do In This Role:
Support head of Customer Success and Customer Service leadership team to build and grow the Customer Success Program.
Accountable to define and drive development of key Customer Success Program tools and processes.

Partner with Sales (both business service and customer service) to serve as a main point of contact for assigned customers, building and maintaining positive relationships.

Proactively engage with customers to understand their business objectives, challenges, and priorities.
Collaborate with cross-functional teams, including sales, marketing, product, and support, to deliver exceptional customer experiences.
Conduct regular check-ins and business reviews with customers to ensure their ongoing satisfaction and identify opportunities for improvement.
Drive customer adoption and usage of our products or services, by providing training, onboarding assistance, and best practices.
Analyze customer data, such as usage metrics, feedback, and support tickets, to identify trends, patterns, and areas for improvement.
Resolve customer issues and concerns promptly, seeking solutions that align with both customer needs and business goals.
Identify opportunities for upselling or cross-selling to existing customers 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 Are Looking For:
Bachelor's degree in business, engineering, supply chain, a related field or experience equivalent to education
5 or more years of experience as a Customer Success Manager, Account Manager, or a similar customer-facing role.
Experience in industries such as manufacturing, material handling/supply chain, sales, or customer service.
Strong interpersonal skills with the ability to build rapport and establish trust with customers.
Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.
Proactive problem-solving skills and ability to think critically and analytically.
Strong organizational skills with the ability to manage multiple customer accounts and program responsibilities 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.
Proficiency in using CRM software, Microsoft Office Suite, and collaboration tools.
Prior experience working in a fast-paced, entrepreneurial environment.
Ability to travel up to 20% of the time (may include weekends).

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