Job description

Job Description The Customer Success Representative II acts as the customer's trusted advisor, providing guidance, support, and resources to help clients achieve their business goals throughout the post-sales lifecycle. The role is responsible for managing support plan renewals and calculations, tracking metrics, handling customer tickets, and coordinating across teams to ensure high levels of customer satisfaction and retention. This is a full-time position with remote, hybrid, or on-site opportunities available. Responsibilities - Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans - Proactively educating customers on various Support Plan options, effectively communicating the benefits of each and helping them select the best plan for their business needs - Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers - Conducting customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication - Utilizing product knowledge, problem-solving skills and training to enhance customer engagements - Implementing strategies and processes that deliver consistent customer satisfaction and retention - Coordinating with internal teams to access additional resources and facilitate the solutions and tools needed by customers - Delivering customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges - Handling customer issues or complaints with professionalism and empathy, finding swift and effective resolutions and recommending best courses of action to maintain customer satisfaction and loyalty - Maintaining accurate records of customer interactions, feedback, and support tickets in CRM or other relevant tools Requirements - Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred but not required - 2+ years of experience in customer service, sales, or customer facing role - Experience with CRM systems, Zendesk and/or HubSpot preferred - Strong interpersonal skills and the ability to build rapport and trust with customers - Problem-solving abilities and a proactive attitude towards addressing customer needs and challenges - Patience when dealing with customer inquiries or complaints - Organizational skills and the ability to manage multiple tasks and priorities simultaneously ABOUT US WHO ARE WE? Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles, we create and deliver solutions that relieve pain points, bring efficiency to operations and optimize integration. WHY CHOOSE INDUCTIVE AUTOMATION? Our passion goes beyond customers. We celebrate your personal and professional milestones, and we support our teams with meaningful work in a collaborative environment. We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. That's why diversity, fun, and flexibility are ingrained into our work culture. The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development, or company and team activities are baked right into the schedule to keep us all engaged, connected, and prospering. BENEFITS AND PERKS - 100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance - Paid Time Off: Receive paid holidays, vacation, and sick time - 401k with Match: Save for the future with our company-matching 401k program - World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball - Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire ADDITIONAL INFORMATION At this time, we are unable to offer employment for individuals located outside of the United States and/or those who require sponsorship for employment visa status (e.g., H-1B visa status). We know you've got a lot of options when seeking an employer where your skills and talents will shine, so we really appreciate that you considered us. Inductive Automation, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, and status as a protected veteran or individual with a disability. Verification of US employment eligibility required.

Requirements

Must-haves

Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans
Proactively educating customers on various Support Plan options, effectively communicating the benefits of each and helping them select the best plan for their business needs
Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers
Conducting customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication
Utilizing product knowledge, problem-solving skills and training to enhance customer engagements
Implementing strategies and processes that deliver consistent customer satisfaction and retention
Coordinating with internal teams to access additional resources and facilitate the solutions and tools needed by customers
Delivering customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges
Handling customer issues or complaints with professionalism and empathy, finding swift and effective resolutions and recommending best courses of action to maintain customer satisfaction and loyalty
Maintaining accurate records of customer interactions, feedback, and support tickets in CRM or other relevant tools
2+ years of experience in customer service, sales, or customer facing role
Strong interpersonal skills and the ability to build rapport and trust with customers
Problem-solving abilities and a proactive attitude towards addressing customer needs and challenges
Patience when dealing with customer inquiries or complaints
Organizational skills and the ability to manage multiple tasks and priorities simultaneously

Nice-to-haves

Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred but not required
Experience with CRM systems, Zendesk and/or HubSpot preferred

Application prep

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Keywords to mirror

swift

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Paid Time Off

Professional Development