Customer Success Representative II

Inductive Automation Logo

Inductive Automation

πŸ’΅ $65k
πŸ“Remote - United States

Summary

Join Inductive Automation as a Customer Success Representative II and act as a trusted advisor for customers, providing support, guidance, and resources to help them achieve their business objectives using the organization's products and services. This full-time position offers remote, hybrid, and on-site work options. You will facilitate communication between teams, educate customers on support plans, generate quotes, manage customer outreach, and utilize product knowledge to enhance customer engagements. The role also involves implementing strategies for customer satisfaction, coordinating with internal teams, delivering customer feedback, and handling customer issues. You will maintain accurate records and guide new customers through the onboarding process. This position offers a competitive salary and a comprehensive benefits package.

Requirements

  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field
  • 2+ years of experience in customer service, sales, or customer facing role
  • 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

Responsibilities

  • Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans
  • Proactively educating customers on various Support Plan options, effectively communicating the benefits of each and helping them select the best plan for their business needs
  • Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers
  • Managing customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication
  • Utilizing product knowledge, problem-solving skills and training to enhance customer engagements
  • Implementing 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
  • Delivering customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges
  • Reaching out to customers regularly to check in on their satisfaction, gather feedback, and identify opportunities for improvement
  • 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
  • Ensuring that onboarding processes are precisely executed to build a strong customer relationship foundation
  • Guiding new customers through the onboarding process, ensuring they understand the resources available to them

Preferred Qualifications

Experience with CRM systems, Zendesk and/or HubSpot preferred

Benefits

  • 100% Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance
  • Remote Flexibility: Work from home, in our beautiful office, or a combination of both. It’s up to you
  • Work/Life Balance: Create a work schedule that fits your needs and your local time zone
  • Paid Time Off: Receive paid holidays, vacation, and sick time
  • 401k with Match: Save for the future with our company-matching 401k program

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