Customer Success Specialist II

thyssenkrupp - Atlanta, GA

Full-time

Atlanta, GA

Machinery Manufacturing

About the position

The Customer Success Specialist II at TK Elevator is responsible for ensuring the success of TKE Digital Services customer-facing projects and services across North America. This role involves maintaining client relationships, overseeing the delivery of MAX Digital services, and ensuring customer satisfaction through effective communication and project management.

Responsibilities

• Oversee the successful delivery of Digital Service projects and services to accomplish customer requirements and service level agreements (SLA's).
• Coordinate projects, timelines, and milestones to ensure on-time completion.
• Work with cross-functional teams, including sales, engineering, and support, to ensure alignment and smooth execution.
• Act as the primary point of contact for external Digital MAX customers, maintaining relationships and ensuring satisfaction.
• Conduct regular check-ins with customers to communicate data insights, improvements or progress, including issue resolution.
• Gather and analyze customer feedback to continuously improve service delivery.
• Lead the onboarding process for new customers, ensuring they understand and effectively use the MAX Digital Service.
• Provide training and resources to help customers integrate the service into their operations seamlessly.
• Track project performance and service usage metrics to ensure goals and objectives are met.
• Identify and resolve issues or roadblocks that may impact project or service success, providing updates accordingly.
• Offer strategic advice to customers on how to maximize the value of the digital service.
• Help customers identify opportunities for further growth and optimization.
• Stay informed about industry trends and best practices in customer success and digital service delivery.
• Implement continuous improvement actions to improve quality of delivery and to enhance customer satisfaction and project success.
• Log, update, track and close customer success cases in appropriate systems of record.

Requirements

• Bachelor's degree preferred.
• 3-5 years customer success specialist or customer experience specialist in software products.
• Strong communication skills, both written and verbal.
• Comfortable speaking on the phone and making outbound calls to customers.
• Ability to multitask and prioritize workload.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office & familiarity with case management and/or CRM systems.
• Salesforce experience a plus.
• Strong skills in verbal and written communications.
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Nice-to-haves

• Experience with Agile-MAX, Internet of Things (IOT), Voip, infotainment, emergency services.