Customer Success Specialist I

Camp Systems International - Memphis, TN

Full-time - Mid Level

Memphis, TN

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist at Inventory Locator Service (ILS) will play a crucial role in enhancing customer satisfaction and loyalty by providing support and education on ILS offerings. This position involves direct interaction with customers, particularly government accounts, to ensure they receive maximum value from the services provided. The specialist will also collaborate with various departments to improve the overall customer experience and support sales efforts.

Responsibilities

• Maintains a detailed knowledge of our products and the impact they can have on our customers and understand the competitive market as it relates to our business
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and satisfaction
• Responding efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued
• Receive escalation calls from customers and work to save the customer
• Define business outcomes and build a customer success plan which includes key objectives, milestones, stakeholders, and the measurement of success
• Maintain a revenue base by managing account retention and renewal
• Review and process government purchase orders to ensure accuracy and coordination of payment
• Coordinate the on-boarding process for new customers by supporting the initial rollout of products/solutions to customers
• Support ongoing upgrades/changes to solutions for customers
• Support customer change requests
• Works cross-functionally within the organization
• Identify common customer challenges and actively suggest solutions based on our product/service offerings

Requirements

• Bachelor's degree in related discipline. May consider combination of equivalent experience and education in lieu of degree
• 2+ years of experience in customer success or account management. Government contracting experiences a benefit.
• Experience working with domestic and foreign militaries is an additional benefit
• Salesforce experience a benefit
• Strong cross-functional partnership experience
• Passion for helping customers and colleagues
• Excellent verbal and written communication skills with the ability to document and communicate with internal and external resources
• Exceptional attention to detail and ability to solve complex, interdependent problems required to ensure accuracy and effective execution of all projects and tasks undertaken
• Highly organized with ability to effectively prioritize and multi-task
• Must be a proactive problem solver, and able to handle multiple complex issues and tasks
• Proficiency with MS Office, especially Excel and PowerBI, is desired for advanced data analysis
• High energy and positive 'can do' attitude