What are the responsibilities and job description for the Customer Success Representative position at Topcon Positioning Systems?
Topcon Positioning Group is headquartered in Livermore, California, USA (topconpositioning.com).
We design, manufacture and distribute productivity tools for developing a brighter future. Whether cultivating the earth or building upon it, Topcon brings innovation in workflow automation and seamless connectivity of data to construction, geopositioning and agriculture industries focused on developing a sustainable tomorrow.
Topcon is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, genetic information, or other legally protected status.
To learn more about Topcon career opportunities go to www.topconcareers.com.
Topcon Solutions serves the AEC industry as the retail division to Topcon Positioning Systems, and an Autodesk Platinum Partner. The technology offerings, workflows, and productivity solutions between these two brands are why Topcon Solutions is a leader in the industry. Our vast product portfolio, technical expertise across brands, and business savvy industry knowledge are unmatched. Supporting our customers with training, technical support, consulting & repair is our specialty. 16 locations, covering 20 states. Solutions Is Our Middle Name.
Job Purpose
The Customer Success Representative supports account managers in driving business growth and renewals by fostering strong client relationships and ensuring the successful delivery of technical service engagements. This role acts as a trusted advisor to clients, aligning their needs with tailored solutions, providing proactive support, and ensuring satisfaction through effective coordination of resources and services to achieve desired outcomes.
Core Job Duties
Education and Experience:
We design, manufacture and distribute productivity tools for developing a brighter future. Whether cultivating the earth or building upon it, Topcon brings innovation in workflow automation and seamless connectivity of data to construction, geopositioning and agriculture industries focused on developing a sustainable tomorrow.
Topcon is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, genetic information, or other legally protected status.
To learn more about Topcon career opportunities go to www.topconcareers.com.
Topcon Solutions serves the AEC industry as the retail division to Topcon Positioning Systems, and an Autodesk Platinum Partner. The technology offerings, workflows, and productivity solutions between these two brands are why Topcon Solutions is a leader in the industry. Our vast product portfolio, technical expertise across brands, and business savvy industry knowledge are unmatched. Supporting our customers with training, technical support, consulting & repair is our specialty. 16 locations, covering 20 states. Solutions Is Our Middle Name.
Job Purpose
The Customer Success Representative supports account managers in driving business growth and renewals by fostering strong client relationships and ensuring the successful delivery of technical service engagements. This role acts as a trusted advisor to clients, aligning their needs with tailored solutions, providing proactive support, and ensuring satisfaction through effective coordination of resources and services to achieve desired outcomes.
Core Job Duties
- Collaboration with Account Managers: Partner closely with account managers to identify opportunities for renewals, upselling, and cross-selling by understanding client goals and aligning solutions accordingly.
- Technical Service Oversight: Coordinate and oversee the delivery of technical service engagements, ensuring they are executed on time, within scope, and meet client expectations.
- Client Relationship Management: Build and maintain strong, trust-based relationships with clients, acting as their primary point of contact for ongoing support and service needs.
- Customer Advocacy: Serve as the voice of the customer, gathering feedback and insights to communicate client needs, challenges, and opportunities to internal teams.
- Issue Resolution: Act as a liaison between the client and technical teams to resolve issues promptly, ensuring minimal disruption to client operations.
- Process Improvement: Contribute to the development of customer success best practices and tools to enhance team efficiency and customer experiences.
Education and Experience:
- Bachelor's degree in Business Admin or Technology related field
- 5 years of experience in customer success, account management, technical project management, or related role
- Familiarity with CRM and PM tools
- Familiarity with Autodesk and Bluebeam or related software
- Strong understanding of customer success principles and practices.
- Familiarity with technical service delivery processes and project coordination.
- Strong organizational and time-management abilities to handle multiple priorities effectively.
- Analytical and problem-solving skills for addressing client issues and identifying opportunities.
- Customer-focused mindset with a proactive approach to addressing needs and challenges.
- Collaborative and team-oriented with the ability to work across departments.
- Occasional ability to lift and carry items up to 20 pounds, such as laptops, presentation materials, or equipment.
- Capacity to travel as required, which may include driving or air travel.
- Primarily operates in a remote work environment with consistent access to necessary technology and resources.
- Flexible schedule to accommodate client meetings or deadlines across different time zones, including occasional early mornings or late evenings.
- Periodic travel may be required for on-site client visits, conferences, or team meetings
- Ability to work in a fast-paced, collaborative environment while managing multiple tasks and deadlines.
