What are the responsibilities and job description for the Customer Success Specialist position at SIMStation?
Job Title : Customer Success Specialist
Location : Remote (US, CST Time Zone), Must Live Near a Major US Airport
Position Type : Full-Time
About Us : SIMStation is a leading provider of audio-visual recording, debriefing, and assessment systems for the medical simulation space. We are committed to delivering exceptional solutions and support to our clients and we pride ourselves on our dedication to customer satisfaction and our innovative approach to customer care.
Job Summary : We are seeking a dynamic and experienced Customer Success Specialist to oversee and enhance our post-sales operations. This role is pivotal in managing annual support and maintenance contracts, Return Merchandise Authorization (RMA) processes, customer project expansions, support claims, and customer training. The ideal candidate will possess a strong background in customer service management, sales support, and process improvement.
Key Responsibilities :
Contract Management :
o Oversee all annual support and maintenance contracts, ensuring timely renewals and compliance with terms.
o Collaborate with clients to understand their needs and tailor support agreements accordingly.
RMA Processes :
o Manage the RMA process, ensuring efficient handling of product returns and exchanges.
o Develop and implement procedures to streamline RMA operations and enhance customer satisfaction.
Customer Project Expansions :
o Identify opportunities for project expansions and work closely with clients to propose suitable solutions.
o Coordinate with internal teams to ensure seamless execution of expansion projects.
Customer Training :
o Organize both virtual and in-person training sessions tailored to the individual client needs.
o Create training materials, guides, and documentation to support on-going customer education.
o Gather feedback from training sessions to refine programs and improve the customer experience.
Support Claims Management :
o Oversee the resolution of customer support claims, ensuring timely and effective solutions.
o Analyze claim trends to identify areas for improvement and implement corrective actions.
Process Improvement :
o Continuously assess and improve post-sales support processes to enhance efficiency and customer experience.
o Implement best practices and stay updated with industry trends to maintain a competitive edge.
Reporting and Analytics :
o Develop and maintain reporting systems to track key performance indicators (KPIs) related to post-sales support activities.
o Present regular reports to senior management, highlighting achievements, challenges, and areas for improvement.
Qualifications : Bachelor's degree
Minimum of 5 years of experience in customer service management, sales support, or a related role.
Proven experience in managing support and maintenance contracts, RMA processes, and customer project expansions.
Excellent communication and interpersonal abilities.
Proficiency in CRM and ERP systems.
Strong analytical and problem-solving skills.
Ability to work collaboratively across departments and with external partners.
Preferred Qualifications :
Experience in the audio visual or medical simulation industry.
Familiarity with Hubspot, , or Odoo
Certification in Customer Service Management or related fields.
Work Environment : This position operates in a professional office environment. Occasional travel may be required to meet with clients or attend industry events.
Benefits :
Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
Opportunities for professional development and career advancement.