Customer Success Representative

Do you want to take your career into one of the fastest-growing industries around?

About MVP One 

MVP One is a leader in cloud-based software and solutions for asset-intensive industries, enabling teams to better manage their maintenance operations. Our user-friendly platform helps companies streamline workflows, reduce asset downtime, and optimize their human and capital resources.

About the Role

As a Customer Success Representative at MVP One, you will play a key role in driving customer retention, satisfaction, and growth by developing and maintaining strong customer relationships and proactively managing the customer experience.

In this role, you will serve as a product expert, trusted advisor, and primary point of contact for assigned accounts. You will guide customers throughout their lifecycle, from onboarding and adoption through ongoing account management and renewal. This includes independently leading Quarterly Business Reviews (QBRs), renewal meetings, and other strategic customer discussions to evaluate account health, demonstrate value, identify opportunities for improvement, and strengthen long-term relationships. You will also work closely with Sales, Support, and other internal teams to ensure customer needs are addressed and opportunities for growth and improvement are identified.

Key Responsibilities

• Develop a strong understanding of the MVP One implementation methodology and demonstrate technical proficiency with both MVP One and MP2.
• Guide new customers through the post-sale onboarding process, providing ongoing guidance to ensure successful adoption and utilization of MVP One products and services.
• Build and maintain strong customer relationships to drive user adoption, satisfaction, retention, and account growth.
• Independently prepare for and lead Quarterly Business Reviews (QBRs) with customers, evaluating system utilization, identifying adoption gaps, discussing performance metrics, and developing action plans.
• Lead customer renewal meetings, proactively addressing customer concerns, demonstrating product value, identifying retention risks, and supporting renewal and expansion efforts.
• Understand customers' business needs and maintenance objectives, providing recommendations and developing success plans that establish critical success factors, KPIs, and measurable goals.
• Monitor account health and proactively identify risks, adoption challenges, and opportunities to improve the customer experience.
• Drive customer references, testimonials, and case studies.
• Collaborate with internal teams to communicate customer feedback, resolve issues, and support product enhancements.
• Promote new products, services, and marketing initiatives, including webinars, training sessions, and events.
• Process customer orders secured by Account Executives and the Customer Success team, including:
  • Schedule training and consulting services.
  • Release technical support services.
  • Process subscription amendments.
  • Release databases.
  • Update customer accounts.
• Coordinate and schedule in-person and virtual training sessions hosted by MVP One.
• Maintain accurate customer records, document interactions, and ensure timely follow-through on commitments and assigned tasks.

Preferred Qualifications/Technologies

• Bachelor's degree and/or 2+ years of experience in technology sales, customer success, or account management within the software or SaaS industries.
• Experience in manufacturing, maintenance, or facilities management is preferred.
• Flexibility to work a varied schedule with occasional overnight travel.
• Demonstrated ability to build strong customer relationships, including with senior-level stakeholders.
• Exceptional written and verbal communication skills, including the confidence and ability to independently lead customer meetings and presentations.
• Strong critical thinking and problem-solving skills, with the ability to analyze situations, identify underlying issues, and recommend appropriate solutions.
• Exceptional attention to detail and accuracy, particularly when managing customer information, processing requests, documenting interactions, and coordinating follow-up.
• Strong organizational skills and the ability to manage multiple accounts, priorities, and deadlines independently.
• Expertise in issue resolution, customer advocacy, and escalation management.
• Strong technical aptitude and the ability to quickly learn software programs, including Salesforce CRM.
• Experience in project management, particularly with software implementations.
• Ability to work effectively and collaboratively with cross-functional teams.
• Excellent time management, accountability, and follow-through.
• Bilingual in Spanish is a plus.

What We Offer

• Hybrid work schedule
• Comprehensive health benefits options beginning day one (health, dental, vision, short term disability, life insurance)
• Paid time off, including several holidays and floating holidays
• Parental leave
• Transit benefit program
• Company laptop
• Company meetups for all employees to connect in person and virtually
• Competitive Traditional & Roth 401k retirement plan with employer match
• Fitness center access in office building
• Opportunity to work in a fast-paced and dynamic environment
• Supportive and collaborative team culture
• Training and development opportunities to help you grow your skills

Ready to Join Our Team? 

If you are a highly motivated and results-oriented individual with a passion for building relationships and helping businesses succeed, we encourage you to apply!