SUMMARY:

The Customer Success Specialist is responsible for developing and executing a strategy for facilitating and growing long-term agreements for contracted services within the CES Industrial Solutions Network with a special focus on delivering a first-class customer experience. This role will follow, expand, and renew strategy to analyze current contracts and nurture them by performing regular customer satisfaction surveys, dashboards and other customer touch points and will use data to drive insight and further the customer experience.

Ideal candidates will have a background focused on sales programs and a desire to understand the needs and wants of all clients within this market segment. This position is an introduction to the mainstream services program, assisting customers achieve their desired outcomes, developing a strong understanding of the service portfolio and an expansion into business development.

This will be a territory-defined role that reports to the local manager. There is a requirement to interact with other team members in the Industrial Solutions Network to deliver the best possible client experience. These team members include; other profit centers, other services BDL’s, the service center and service technicians.

REPORTS TO: PC Manager

MINIMUM QUALIFICATIONS:

• Bachelor’s degree or equivalent professional experience
• Demonstrates strong interpersonal and written/verbal communication skills.
• General interest in technology and manufacturing

ADDITIONAL COMPETENCIES:

• Self-motivated and self-managed towards objectives.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree or equivalent professional experience
• A sales mindset and capabilities utilizing strong organizational skills.
• Strong data analytical skills, including a deep knowledge of Excel, utilization of partner based reporting tools and creating “if, then” customer scenarios.
• Travel will be required on an as needed basis. Less than 20% of the time.
• A desire to be successful in new business development, executive selling and partnership management.
• Ability to motivate and influence others, to embrace new concepts and solutions.
• Demonstrates strong interpersonal, organizational and written/verbal communication skills with a versatility to span engagement from executives to individual contributors.
• Self-motivated and self-managed towards objectives.
• Previous experience working as part of a large, multi-disciplinary team.
• CED/CES is an Equal Opportunity Employer/ Disability and Veteran status

WORKING CONDITIONS:

• This job operates in a professional office environment and extensively uses computer equipment.
• Large portions of time will be spent at our customers facilities, helping them provide neccicary solutions.
• Some travel required - especially between Burley/Twin Falls

COMPENSATION:
The compensation range for this position is $15.00 to $22.00 hourly

OTHER COMPENSATION:
The following additional compensation may be applicable for this position:

• Profit Sharing

BENEFITS:

• Insurance - Medical, Dental, Vision Care for full-time positions
• Life Insurance
• 401(k)
• Paid Sick Leave
• Paid Holidays
• Paid Vacation
• Paid Parental Leave

SUPERVISORY RESPONSIBILITIES: No

ESSENTIAL JOB FUNCTIONS:

• Identify target customers with existing contracts. These will be based on size and complexity in order to focus on the most important customer segments first.
• Implement the agreed upon disciplined sales process at timelines determined by the customer’s contract lifecycle to maximize the customers outcomes.
• Assist business development personnel and expand the sphere of influence into customer’s with contractual agreements.
• Develop and execute a customer experience strategy for long-term agreements
• Execute the agreed-upon customer experience strategy for adoption, expansion and renewal of customer agreements
• Develop a sphere of relationships with targeted accounts, including all appropriate decision makers/stakeholders at the client and the Profit Center
• Understand each customers’ needs based on the data we are gathering about their business from multiple suppliers and sources. Communicate these data trends to customers, AIMM services and Profit center personnel.
• Perform ongoing customer experience surveys to gauge usage and satisfaction with their contracted services
• Develop dashboards with key data and trends to provide to customer and appropriate BDM/BDL for the area. Be strong in analytical skills to develop new data driven programs with supporting information.
• The role will not be limited to the above, other duties will be expanded as needed

NOTE: This job description is not designed to cover or contain a comprehensive listing of all required activities, duties or responsibilities. Other duties, responsibilities, and activities may be assigned at any time; with or without notice.

Job Type: Full-time

Pay: $15.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Twin Falls, ID: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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