Customer Success Specialist (CSS)

A&B Business Solutions has a track record of outstanding employee appreciation with an average employee tenure of over 9 years. We pride ourselves on being manufacture certified while helping to develop strong communities and servicing businesses. We don’t take ourselves too seriously so we can enjoy the journey. Our code of honor is to always tell the truth, train harder than anyone, and to hold ourselves and each other accountable. We impact our community with paid volunteer hours and community involvement. We utilize the metaphor of an eagle, as an eagle is a fighter that protects its family and soars higher and higher to see the full vision.

One of our big focus points is our culture. We have sponsored events and activities throughout the community, two catered, celebration lunches per month, bonus opportunities, departmental retreats, anniversary and birthday recognition. We offer flexibility and paid time off to allow our team a work/life balance. Training and continued development are part of the job at A&B. Come join our team with a great environment of being family owned.

Job Summary: We are seeking a dedicated Customer Success Specialist to ensure our clients are satisfied with our managed IT services. The ideal candidate will develop strong relationships with customers, understand their business needs, and ensure they achieve their goals using our solutions. This role involves close collaboration with Sales Representatives, Technology Account Managers, Project Managers, and the vCIO to provide a seamless customer experience.

Major Goals and Responsibilities:

• Provide exceptional customer service as the primary day-to-day contact for our customers.
• Support account management and sales activities, including creating quotes and proposals, scheduling and preparing for customer meetings, resolving customer concerns, and collaborating with the service team on service issues.
• Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our services.
• Build and maintain strong relationships with customers, acting as their trusted advisor.
• Address and resolve customer concerns and complaints in a timely and professional manner.
• Track customer usage and engagement to identify potential issues and opportunities for improvement.
• Gather and communicate customer feedback to relevant departments for product and service enhancement.
• Identify at-risk customers and develop strategies to retain them.

Essential Activities and Responsibilities:

• Communicate regularly with customers via phone and email to promote customer engagement.
• Generate day-to-day quotes for customers' technology needs.
• Create and manage sales opportunities and to-dos in PSA.
• Respond to account management-related customer inquiries.
• Track and create quotes for software and warranty renewals.
• Respond to and resolve customer service concerns and/or invoice disputes.
• Perform survey follow-up with customers on below benchmark surveys.
• Assist accounts receivable, when necessary, on collections activities.
• Assist the vCIO/TAM as needed to create proposals, perform product research, and gather appropriate collateral.
• Assist the vCIO/TAM with preparation of Quality Business Review (QBR) and Technology Roadmap deliverables and supporting materials.
• Schedule QBR, Tech Roadmap, training, and other meetings with customers.
• Work within LCI, PSA, Documentation, and/or other platforms as appropriate.
• Complete monthly and quarterly service audits and user count adjustments.
• Work with management on marketing activities and customer communication for current customers.
• Send welcome emails, schedule introductory meetings, and establish communication plans.
• Regularly check in with clients to discuss progress, gather feedback, and address any concerns.
• Work with internal teams to troubleshoot and resolve issues related to endpoint security, network upgrades, backup and recovery, and helpdesk services.
• Monitor service performance metrics and engage with customers to ensure they are getting the most out of our services.
• Conduct surveys and feedback sessions, and relay insights to the Project Manager and Technology Account Manager.
• Provide training sessions, share best practices, and identify opportunities for upselling additional services.
• Analyze customer satisfaction data and implement retention strategies.

Prerequisites:

• 2-year college degree or equivalent work experience in the areas of IT sales and account management/sales.
• Ability to work independently and within a team environment.
• Ability to problem solve.
• Highly customer-focused with exceptional customer service, interpersonal, written, and verbal communication skills.
• Ability to manage and juggle multiple priorities effectively.
• Ability to work Monday through Friday, 8:00 am to 5:00 pm, with occasional after-hours commitments as needed.
• Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction.

Primary People Contacts:

• Customers
• Co-Workers and Team Members
• Manager
• Vendors

Behavioral Traits, Attitudes, and Skills Required:

• Good listening skills
• Persuasive
• Team player with a positive attitude
• Relationship builder
• Self-Confident
• Professional
• Patient
• All tasks will be carried out ethically and legally.

Toughest Part of the Job:

• Juggling multiple priorities to meet customer and team member demands.
• Seeking technical advice from a variety of sources.
• Adapting skillsets to meet changing technologies.
• Making quick decisions that are in the best interests of the customer and company.
• Demonstrating the value of our products and services.

Compensation Method:

Travel:

• Reliable transportation and ability to visit customers at their location is required.
• Some occasional travel to vendor shows and/or training may be required.

Benefits:

• Competitive salary
• Paid time off
• Health Benefits
• Bonus opportunities
• Paid Holidays
• 401k Retirement Program with partial matching
• Community Involvement and paid Volunteering Time Off
• Opportunities for advancement
• Comprehensive training
• Company vehicle, laptop, and mobile phone

A&B Business is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.