Customer Success Specialist - Ergonomics
The Opportunity:
Located in our office in Chicago, IL (preferred) or Ann Arbor, MI office, the Customer Success Specialist - Ergonomics plays a significant role in ensuring client services expectations are met and then some. The Customer Success Specialist - Ergonomics owns client accounts in our various Ergonomics software platforms (Humantech) and collaborates with other departments to ensure services projects are delivered timely, according to VelocityEHS quality standards, and in a manner that delivers unrivaled client satisfaction.
Customer Success Specialist- Ergonomics ensures that customers are being delivered value at all phases of their lifecycle. Beginning in new customer onboarding, into ongoing support and account management, and eventually through the renewal process, they try to best align the unique needs and goals of a customer with the optimal uses of the Ergonomic solutions we offer.
Our Values are to champion customer success, build open & honest relationships, choose simple, be humble and make a difference. We have a results-oriented culture that demands intelligence, teamwork and follow-through. If you have these qualities and feel you can embrace our values, check out the details below and apply now.
PRIMARY DUTIES AND RESPONSIBILITIES:
Key Responsibilities include but are not limited to:
- Concurrent management of numerous customer accounts, serving as the main point of contact for customers during a customer’s life cycle.
- Establish communication timelines; providing front-end product support on a case by case basis; coordination with back-end operations.
- Provide outstanding customer service and communication to all clients; always exceeding expectations. Build professional relationships with clients.
- Collaborate with Product Management, Consulting, Development and Sales.
- Work to scope and implement new customer service offerings.
- Owns the new customer onboarding process (system set up and configuration, administrator training, customer project planning), and best matches customer’s goals and unique scenarios to the Ergonomic Solutions.
- Periodically reviews customer product adoption and develops and executes appropriate outreach efforts to drive use.
- Drive and deliver the renewal for a customer.
- Identify and advocate for improvement opportunities in all areas associated to the growing VelocityEHS Ergonomic Solutions – product suggestions, changes to the service delivery and implementation models, support collateral, etc.
- Collect and documents various metrics and data within Salesforce.com, and other project management and Customer Success Platforms. Provides quarterly and annual reports to clients.
- Build great rapport with customers that drives advocacy, identifies up-sell and cross-sell opportunities, and proactively recognizes and addresses early warning indicators.
- Resolve issues or concerns (cancel requests, scope misunderstandings, additional charges, back-end operation issues, etc.) that may arise during the customer’s life cycle, either directly or by collaborating with applicable teams
- Assist the Customer Success Manager with establishing appropriate SOPs, Best Practices Salesforce.com enhancements to effectively track and report activity.
SKILLS/QUALIFICATIONS:
Minimum Skills and Qualifications:
- Ability to travel up to 15-20% as needed for client interactions or team meetings
- Ability to work successfully in remote teams
- Bachelor’s degree
- Experience with Customer-facing work, consulting, support, or other
- Able to manage multiple projects and varying timelines
- Able to learn and support multiple software platforms
Preferred Skills and Qualifications
- 1 -2 years’ experience in Customer Success or Customer Support
- Experience using Salesforce is preferred
COMPANY DESCRIPTION:
At VelocityEHS we’re all about helping companies around the world promote a safer work environment for their employees. We develop innovative on-demand (cloud-computing technology) safety and compliance management solutions that enable our customers, environmental health and safety (EH&S) professionals in a wide range of industries, to work faster and more cost-effectively in administering their overall safety compliance programs.
Headquartered in the heart of downtown Chicago, VelocityEHS is much more than just a place to work. VelocityEHS has cultivated a unique environment where success is both a journey and an everyday occurrence. We work hard and play hard because we love what we do. We place a high value on teamwork, and at the same time, look for individuals who are self-motivated and willing to take risk to help the company advance.
VelocityEHS offers many benefits, including: paid time off, health/dental insurance, 401(K) plan, casual dress, transit benefit program and more. All qualified applicants will receive consideration for employment without regard to, among other things