Customer Success Specialist

Description of the role:

The Customer Success Specialist is responsible for developing and executing a strategy for facilitating and growing long-term agreements for contracted services within the CED Industrial Solutions Network with a special focus on delivering a first-class customer experience. This role will follow an adopt, expand, and renew strategy to analyze current contracts and nurture them by performing regular customer satisfaction surveys, dashboards and other customer touch points and will use data to drive insight and further the customer experience.

Ideal candidates will have a background focused on sales programs and a desire to understand the needs and wants of all clients within this market segment. This position is an introduction to the mainstream services program, assisting customers achieve their desired outcomes, developing a strong understanding of the service portfolio and an expansion into business development.

This will be a territory-defined role that reports to the AIMM Services Division Manager. There is a requirement to interact with other team members in the Industrial Solutions Network to deliver the best possible client experience. These team members include; profit centers, other services BDL’s, the service center and service technicians.

Position RESPONSIBILITIES:

• Identify target customers with existing contracts. These will be based on size and complexity in order to focus on the most important customer segments first.
• Implement the agreed upon disciplined sales process at timelines determined by the customer’s contract lifecycle to maximize the customers outcomes.
• Assist business development personnel and expand the sphere of influence into customer’s with contractual agreements.
• Develop and execute a customer experience strategy for long-term agreements
• Execute the agreed-upon customer experience strategy for adoption, expansion and renewal of customer agreements
• Develop a sphere of relationships with targeted accounts, including all appropriate decision makers/stakeholders at the client and the Profit Center
• Understand each customers’ needs based on the data we are gathering about their business from multiple suppliers and sources. Communicate these data trends to customers, AIMM colleagues and Profit center personnel.
• Perform ongoing customer experience surveys to gauge usage and satisfaction with their contracted services
• Develop dashboards with key data and trends to provide to customer and appropriate BDM/BDL for the area. Be strong in analytical skills to develop new data driven programs with supporting information.
• The role will not be limited to the above, other duties will be expanded as needed

Minimum Qualifications and Requirements:

• Bachelor’s degree or equivalent professional experience.
• A sales mindset and capabilities utilizing strong organizational skills.
• Strong data analytical skills, including a deep knowledge of Excel, utilization of partner based reporting tools and creating “if, then” customer scenarios.
• Travel will be required on an as needed basis. Less than 20% of the time.
• A desire to be successful in new business development, executive selling and partnership management.
• Ability to motivate and influence others, to embrace new concepts and solutions.
• Demonstrates strong interpersonal, organizational and written/verbal communication skills with a versatility to span engagement from executives to individual contributors.
• Self-motivated and self-managed towards objectives.
• Previous experience working as part of a large, multi-disciplinary team.
• CED is an Equal Opportunity Employer/ Disability and Veteran status

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $50,000 - $60,000