Customer Success Specialist English/French

Mine Safety Appliances Company Limited - Cranberry Township, PA

Full-time - Entry Level

Cranberry Township, PA

Merchant Wholesalers, Durable Goods

About the position

The Customer Success Specialist role at MSA Safety focuses on ensuring customer satisfaction and successful adoption of MSA's connected products and solutions. This position requires building strong relationships with customers, providing training and support, and monitoring customer engagement to drive retention and expansion. The role is essential in acting as a trusted advisor and facilitating communication between customers and internal teams.

Responsibilities

• Develop and maintain thorough knowledge of MSA Connected products/solutions in designated segment, acting as a trusted advisor to the customer base.
• Build rapport with key stakeholders for designated customers, both 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, effectively delivering technical information to non-technical audiences.
• Conduct regular customer check-ins and drive expansion offerings within the segment and designated region of ownership.
• 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.
• Use direct customer experience to provide voice of customer to development teams and assist in executing CX improvements for the department.

Requirements

• 2 years of experience in a dynamic Customer Care Environment for Level I or 3 years for Level II.
• High School diploma required; Bachelor's Degree in Business, Information Technology, Computer Science, or related discipline preferred.
• Fluency in English and French is required.
• Proficient in Microsoft Office 365 and related web conferencing tools.
• Strong communication and presentation skills for both internal and external customers.
• Enthusiastic customer focus and exceptional customer service skills.

Nice-to-haves

• Demonstrated career ambition.
• Ability to work independently with minimal supervision.
• Strong emotional intelligence and relationship management skills.

Benefits

• Competitive salary
• Full-time position with 40 hours per week
• Day shift work hours