Customer Success Specialist English/French

MSA Safety - Cranberry Township, PA

Full-time - Entry Level

Cranberry Township, PA

General Merchandise Retailers

About the position

The Customer Success Specialist at MSA Safety Inc. is responsible for ensuring customer satisfaction and successful adoption of MSA's connected products and solutions. This role involves building relationships with key stakeholders, providing training and technical support, and monitoring customer engagement to drive retention and expansion of services.

Responsibilities

• Develop and maintain thorough knowledge of MSA Connected products/solutions in designated segment.
• Build rapport with key stakeholders for designated customers internal and external.
• Execute initial customer onboarding and adoption process for MSA's connected services & solutions in designated region/segment.
• Provide ongoing training to customers as needed to drive successful adoption.
• Provide basic technical support and solve connectivity challenges for customers.
• Deliver technical information effectively to non-technical audiences.
• Conduct regular customer check-ins and drive expansion offerings within segment and designated region.
• Monitor and identify customer adoption and utilization trends to provide ongoing recommendations.
• Ensure successful contract renewals within designated segment and region, meeting required KPIs for retention rates.
• Provide voice of customer feedback to development teams and assist in executing customer experience improvements.

Requirements

• Enthusiastic customer focus and exceptional customer service skills.
• Ability to make independent decisions positively impacting customer relations.
• Strong communication and presentation skills for both internal and external customers.
• Self-starter with the ability to work with minimal supervision.
• Ability to deliver technical information to non-technical audiences effectively.
• Demonstrated persistence and grit in the face of setbacks.
• Proven competency in self, social, and relationship management (emotional intelligence).
• Demonstrated career ambition.
• Proficient in Microsoft Office 365 and related web conferencing tools.
• Fluency in English and French.

Nice-to-haves

• Bachelor's Degree in Business, Information Technology, Computer Science, or related discipline.