Customer Success Technical Specialist

Galls, LLC is the largest and fastest growing supplier of uniforms and equipment to public safety professionals with a national presence in more than 80 locations across the nation. With over 50 years in the industry, it is easy to see why. We are PROUD to Serve America’s public safety professionals by providing the broadest selection of uniforms, equipment and solutions combined with great customer service. 

Job Summary 

The Customer Success Technical Specialist is responsible for technology and customer requirements related to new and large customers as support to the New & Large Customer Success Managers (NLCSM) and the Director of Customer Excellence, to whom this position reports.

WHAT YOU’LL DO 

• Responsible for the Galls technology products during the new customer onboarding process.
• Key stakeholder in the customer onboarding process driving eQuip adoption and working alongside the NLCSM to create the technical SOW
• Is recognized as the technology expert responsible for eQuip set up, GQ, Uniform Programs set up and maintenance, and Uniform Program set up.
• Owns the onboarding process of creating accurate uniform programs that conform to commercialization standards.
• Owns the onboarding processes of eQuip design & creation, price list set up and data feed set up. 
• Demonstrated ability to stay organized and multitask multiple projects effectively and efficiently.
• Provides customer guidance on complex requirements and functionality to drive best practices.
• Documents & ensures Sales/Program Management is educated on eQuip Website features and functionality for customer projects.  
• Ensures customer SOW regarding tech needs is actionable and clear.
• Functions as a key SME and technical stakeholder during for all pre-onboarding projects including conducting virtual and in person demos.  
• Owns prelaunch validation with customers and NLCSMs. 
• Attends and participates in pre-onboarding, onboarding and nesting meetings to ensure a full understanding of the technical products related to new customers. 
• Works with Galls IT on advanced requirements such as punchouts and file feeds
• Fosters a strong peer relationship with NLCSM to ensure all customers are onboarded successfully. 
• Ensures a smooth B2B implementation by conducting eQuip demos, preparing professional training materials and conducting webinars.  
• Analyses eQuip adoption and other data points for 12 months post Onboarding.
• Works with Director of Customer Excellence, IT leadership and NLCSM to identify enhancement to improve Galls technology.
• Miscellaneous and special projects as needed. 

WHAT YOU BRING 

• High degree of technology acumen
• Detail-oriented, organized, thorough sense of urgency and follow-through skills.
• Good interpersonal skills, analytical, written, and verbal communication skills.
• Cross-functional collaboration and ability to work directly with end users.
• Multitasker with ability to prioritize, organize and manage multiple tasks.
• Strong understanding and knowledge of Power Point & Excel is a plus.
• May be required to travel up to 10%.

WHAT WE OFFER 

• Excellent medical/dental and vision coverage— Eligible 1st day of the month after start date 
• 401(k) retirement plan with company contribution (because you will retire someday) 
• Flexible benefits—choose what you like, ignore the rest 
• Generous employee discount 
• Vacation and Personal Time 
• Paid Holidays 
• Tuition reimbursement 
• Daily Pay; up to 50% of your pay 

EOE/Disability/Veterans