Customer Success Partner

Customer Success Specialist 

Controlled Holdings, an industry disrupter in the market of HVAC software and controls, is currently seeking a driven and adaptive Customer Success Specialist to join our quickly growing team! This position serves to maximize the overall customer experience. This individual will play a key role in ensuring customer success, retention, and growth, and will work closely with cross-functional teams to achieve these goals. 

Our Values: 

• Start with People First 

• Own It 

• Solve Problems at Their Core 

• Operate with Urgency 

• Never Stop Learning 

• Demand Excellence, Not Perfection 

• Work Hard While Having Fun 

What you bring to the team: 

• You are a fast learner and have a high technical aptitude that helps you learn software and new initiatives easily 

• You are self-motivated  

• You enjoy human interaction and are good at making connections with others 

• You love the challenge of solving problems at their core 

• You are extremely detail-oriented and organized, especially with documenting customer interactions 

• You have the ability to multi-task to make sure customer calls, emails and trainings don’t slip through the cracks 

• You love to exceed customer expectations 

• You are a proactive problem solver 

• You are an excellent communicator – both verbally and written 

Details, Details: 

• Conduct virtual contractor trainings and coaching sessions via Teams 

• Provide support to new and existing customers to ensure satisfaction and complete understanding of product offerings 

• Work with Sales Reps to transition customers from contract-signing to post-sale support initiatives 

• Serve as the main point of contact for questions/concerns for customers 

• Understand the customers’ desired outcomes and work with them to ensure they experience the most value possible along the way 

• Confirm that each account has correct Contact information updated 

• Identify, research, and resolve any key issues customers might face 

• Work internally with different departments to develop resolutions as issues arise 

• Provide reporting and analysis data to customers highlighting the health of their accounts and what measures they could take to improve  

• Monitor and identify Customer trends across select accounts to uncover strengths or weaknesses with the programs 

• Other duties as assigned 

Why join our team?: 

• We take ourselves lightly and our work seriously 

• Generous PTO including your birthday off, HBD! 

• On Wednesdays…we eat Donuts 

• Hybrid work environment 

• Our employee initiatives promote work-life balance 

• We push our employees to grow professionally and personally