The Role
The Customer Success Representative I ensures effective communication between teams, facilitates customer support plan renewals, and manages customer relationships through direct outreach and spreadsheet projects.
Summary Generated by Built In
Job Description
The Customer Success Representative I is responsible for acting as a critical bridge between the Customer Success team and Support Division to address customer needs. This role proactively facilitates Support Plan renewals, engages with new customers to ensure access to necessary resources, and follows up with customers who have recently purchased software without a Support Plan. Beyond direct outreach, they support the team through spreadsheet projects and cross-functional collaboration.
Responsibilities
- Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans
- 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
- Adhering to 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
- Soliciting existing customers to serve as verbal and/or site tour references for potential new customers
- 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
- Guiding new customers through the onboarding process, ensuring they understand the resources available to them
- Providing support for spreadsheet projects for the Customer Success team
Requirements
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred
- 1-2 years of experience in customer service, sales, or customer facing role
- Experience with CRM systems, Zendesk and/or HubSpot preferred
- Familiarity with using Microsoft Excel
- 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.
Top Skills
Crm Systems
Hubspot
Excel
Zendesk
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The Company
What We Do
Inductive Automation creates industrial software that empowers organizations to swiftly turn great ideas into reality by removing all technological and economic obstacles. By cross-pollinating IT with SCADA technologies, Inductive Automation created Ignition software, the first and only universal industrial application platform. With Ignition, industrial organizations are able to create virtually any kind of industrial application – SCADA, IIoT, MES, and beyond – all on one platform. 57% of Fortune 100 companies depend on Ignition, with its outstanding software platform and top-notch support.
