What are the responsibilities and job description for the Customer Success Specialist position at On-Board Companies?
On-Board Services is hiring a
Customer Success Specialist
HYBRID
in Buffalo , NY !
For immediate consideration please send your resume to resumes@onboardusa.com
Subject Line : Position Title and State you are Located.
About Us :
On-Board Services, Incorporated is an on-site contract service provider for a local manufacturing entity providing full time positions to our employees. We offer benefits as well as 401k.
Position Details :
Position Type : Contract
Job Location : Buffalo, NY
Benefits : 401K, Dental insurance, Life Insurance, Medical Insurance, Vision Insurance
Compensation : $23.00 - $24.50
Must be able to work a flexible daytime hybrid schedule
Working at home Mon & Fri, and working onsite at world headquarters Tues-Thurs 8 : 30am to 5pm. This will be a 40 hour work week.
Overview :
As a Customer Success Specialist, your mission is to ensure the satisfaction and success of our Silver-tier customers. You will play a critical role in nurturing relationships, resolving issues, identifying growth opportunities, and providing insights to enhance the customer experience.
Must be an outgoing team player that loves collaborating with others
Must be comfortable working in a Business to Business environment with limited phone contact
Must be able to work in a contract position for approximately a year (possibility for extension)
Qualifications :
Bachelors degree in Business, Supply Chain Management, or a related field is preferred NOT required
2 years of experience in Customer Success or Account Management
Exceptional interpersonal and communication skills
Strong problem-solving and issue-resolution abilities
Ability to work collaboratively with cross-functional teams
Proficiency in CRM software and reporting tools
Results-oriented, with a focus on customer satisfaction and retention
PHYSICAL REQUIREMENTS :
Ability to work overtime as needed
Requirements
1. Customer Relationship Building (30%) :
a. Build and nurture strong, long-lasting relationships with our Silver-tier customers.
b. Act as their dedicated point of contact for inquiries, concerns, and requests.
c. Regularly engage with customers to understand their evolving needs and challenges.
2. Customer Success Strategy (25%) :
a. Develop and execute customized customer success plans for Silver-tier accounts, aligning with their unique goals.
b. Identify and monitor key customer success metrics and KPIs.
c. Continuously refine customer success processes for the Silver tier to enhance overall satisfaction.
3. Product Expertise and Insights (20%) :
a. Develop an in-depth understanding of our products or services, staying updated on features and capabilities.
b. Provide customers with insights on how to maximize the value of our offerings.
c. Collaborate with internal teams to ensure product improvements based on customer feedback.
4. Upselling and Cross-Selling (15%) :
a. Identify opportunities for customers to benefit from additional services or upgraded products.
b. Collaborate with sales and product teams to explore and execute cross-selling strategies.
c. Ensure customers are aware of products or services that enhance their experience.
5. Data and Reporting (10%) :
a. Maintain accurate customer records and interactions in the CRM system.
b. Generate regular reports on customer success metrics and outcomes.
c. Share insights with internal teams for continuous improvement.
Apply Today!
www.onboardusa.com
On-Board was founded in 1976 by Robert L. Wilson to provide Engineering and Design services to the chemical manufacturing industry. Today, On-Board is a thriving privately held family of companies with services including : Consulting, Professional Engineering, Industrial Maintenance and Facility Management, Contracted Manufacturing and Production Services, as well as Temporary Staffing and Recruiting throughout North America.
The On-Board Family of Companies conducts operations through its Corporate Headquarters located in East Windsor, NJ along with Regional Offices in New Castle, DE and Wake Forest, NC. On-Board's Mission is to provide "Flexible Service by applying the talents of our people, work processes and technology to meet our clients' expectations in a Safe, Responsible and Dependable manner."
On-Board Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, sex, national origin, age, disability or genetics.
JD# # 24-03428
INDOJ
Salary : $23 - $25
