Job description
Job Description
The Customer Success Representative II acts as the customer’s trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization’s products and services throughout all phases of the customer’s post-sales lifecycle. This is a full-time position with remote, hybrid and on-site opportunities available.
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
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
- Experience with CRM systems, Zendesk and/or HubSpot preferred
- 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
$65,000 - $65,000 a year
Pay
Based on the Sacramento region, the new hires target salary for this role is $65k. This role will be paid hourly and is eligible for a bonus.
Inductive Automation’s ranges are market-driven and set to allow for flexibility. Although it is not typical for an individual to start at the top end of the range for the position, compensation decisions are dependent on: the facts and circumstances of each case, work location, job-related skills, experience, relevant education or training; and other business and organizational needs.
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.
Good people can make a difference from anywhere, so Inductive Automation facilitates remote work flexibility from most locations in the U.S. We’ll provide you with the exciting work and high-quality computer equipment, and leave the “where” part up to you.
We honor 40-hour work weeks mindful of your local time. Plus, we keep you connected and engaged with virtual social events and professional development time baked into the schedule.
Benefits and Perks
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.
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.
