Msa Agency - Cranberry Township, PA
posted 4 months ago
As a Customer Success Specialist at MSA Safety, you will play a crucial role in ensuring that our customers are not only satisfied but also fully engaged with our innovative connected products and solutions. Your primary responsibility will be to develop and maintain a thorough knowledge of MSA Connected products within your designated segment, acting as a trusted advisor to your customer base. You will build strong relationships with key stakeholders, both internal and external, to facilitate effective communication and collaboration. In this role, you will execute the initial customer onboarding and adoption process for MSA's connected services and solutions, ensuring that customers are well-equipped to utilize our offerings effectively. Ongoing training will be a significant part of your responsibilities, as you will provide customers with the necessary support to drive successful adoption. You will also be tasked with providing basic technical support, addressing connectivity challenges, and delivering technical information in a manner that is accessible to non-technical audiences. Regular customer check-ins will be essential to monitor adoption and utilization trends, allowing you to provide ongoing recommendations for improvement. You will ensure successful contract renewals within your designated segment, meeting key performance indicators (KPIs) for retention rates. Additionally, your direct customer experience will be invaluable in providing feedback to development teams, assisting in executing customer experience improvements across the department.