As a Customer Success Professional at Dematic, you will be responsible for developing and maintaining strong relationships with our valued customers. Your primary focus will be on ensuring customer satisfaction and long-term success by understanding their unique needs and aligning our products or services to meet those requirements. By maximizing customer satisfaction, you will drive customer retention, expansion, and contribute to the overall growth of our business. The employee can be based anywhere in the USA or near any Dematic US location. Must be willing to travel (up to) 20% to customer sites (including weekends).
What we offer:
*Career Development
*Competitive Compensation and Benefits
*Pay Transparency
*Global Opportunities
Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
The base pay range for this role is estimated to be $65,000 - $140,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.
Tasks and Qualifications:
What You Will Do In This Role
Partner with Sales (both business service and customer service) to serve as a main point of contact for assigned customers, building and maintaining positive relationships.
Proactively engage with customers to understand their business objectives, challenges, and priorities.
Collaborate with cross-functional teams, including sales, marketing, product, and support, to deliver exceptional customer experiences.
Conduct regular check-ins and business reviews with customers to ensure their ongoing satisfaction and identify opportunities for improvement.
Drive customer adoption and usage of our products or services, by providing training, onboarding assistance, and best practices.
Analyze customer data, such as usage metrics, feedback, and support tickets, to identify trends, patterns, and areas for improvement.
Resolve customer issues and concerns promptly, seeking solutions that align with both customer needs and business goals.
Identify opportunities for upselling or cross-selling to existing customers and collaborate with the sales team to pursue those opportunities.
Advocate for customer needs and requirements within the organization, influencing product enhancements or modifications when necessary.
Stay informed about industry trends, competitors, and emerging customer needs to ensure our business remains competitive and responsive.
What We Are Looking For
Associates degree in business, engineering, supply chain, a related field or experience equivalent to education
1-3 years of experience in a Customer Success Manager, Account Manager, or a similar customer-facing role.
Experience in industries such as manufacturing, material handling/supply chain, sales, or customer service.
Strong interpersonal skills with the ability to build rapport and establish trust with customers.
Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.
Proactive problem-solving skills and ability to think critically and analytically.
Strong organizational skills with the ability to manage 1-3 customer accounts simultaneously.
Knowledge of customer success best practices, customer relationship management, and customer experience methodologies.
Familiarity with customer success metrics and tools for tracking customer satisfaction and engagement.
Familiarity with CRM software, Microsoft Office Suite, and collaboration tools.
Prior experience working in a fast-paced, entrepreneurial environment.
Ability to travel up to 20% of the time (may include weekends).
Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
