The focus of the Customer Success Team is to provide best in class service to our existing customers.

Customer Success Associates (CSAs) will grow and manage a portfolio of dedicated customers as well as offering support for the additional, existing customer base. CSAs are our product experts and will be able to offer consultative and technical support to clients while managing the overall customer journey including training, project management, business reviews, feedback documentation, and ultimately bringing the voice of the customer to the organization.

Daily activities include:

• Client Business Reviews
• Documenting Customer Feedback
• Identifying and Facilitating Upsell Opportunities
• Cross Departmental Collaboration on Customer Needs
• Responding to Customer Inquiries via Support Channels
• Identification and Testing of Customer Issues
• Assisting in Customer Trials and Trainings
• Training Content Creation
• Serve as the Customer Advocate to our Organization as a whole

Our Customer Success Associates serve a diverse customer base, so communication is key. CSAs must be able to speak with all levels of an organization respectfully and effectively. The ability to speak technically as well as understand industry jargon related to the steel and fabrication industry is a plus.

• Ideal candidates for this position will posses
• Strong communication skills
• Written and Verbal
• Ability to dissect requests and communicate cross-departmentally
• De-Escalation Management skills
• Strong presentation skills
• Strong Content Creation and Presentation Skills
• Customer Service Mindset
• Strong attention to detail
• Ability to navigate and utilize wide varieties of software solutions
• Business Oriented Mindset
• Ability to calculate and communicate ROI
• Time Management skills
• Proficient mathematical skills

Requirements:

• Birmingham, AL or Cincinnati, OH based
• Customer Service experience
• Proficient in Microsoft Office suite

Experience Bonus (Not Required)

• Bachelor degree in related field
• Steel, Fabrication, or Manufacturing industry experience
• Customer Success experience
• SaaS or Startup experience