Customer Success Specialist (Operations)

$58,240 - $79,040/Yr

Speedy Septic - Eagle Creek, OR

Full-time - Mid Level

Eagle Creek, OR

Waste Management and Remediation Services

About the position

The Customer Success Specialist at Speedy Septic is responsible for managing, retaining, and growing the Operations & Maintenance (O&M) customer base. This role focuses on contract management, client relations, and service optimization, ensuring that service agreements meet customer needs and align with the company's operational goals. The ideal candidate will have a background in the home service industry, particularly in septic or waste management, and will work closely with the Operations and Customer Service teams to deliver exceptional service.

Responsibilities

• Oversee all O&M service contracts from initiation through renewal, ensuring accuracy, compliance, and profitability.
• Regularly review and optimize contract terms to enhance customer value while maintaining company standards.
• Develop and implement a renewal strategy to ensure high retention rates, and proactively address client concerns or needs.
• Build and maintain strong relationships with existing clients, serving as their main point of contact for all contract-related inquiries.
• Conduct regular check-ins with clients to assess satisfaction levels and address any service issues promptly.
• Act as the primary inside sales representative for O&M services, proactively identifying and generating new sales opportunities within the existing customer base.
• Work with the Operations team to schedule and track ongoing maintenance and repair services, ensuring timely and efficient service delivery.
• Book and confirm all O&M service appointments, managing schedules to optimize technician availability and customer needs.
• Prepare all necessary paperwork for technicians and customers, ensuring clarity of job requirements and service expectations.
• Monitor and manage contract financials, including budgets, revenue tracking, and profitability analysis.
• Maintain accurate records and generate regular reports on contract performance metrics, customer satisfaction, and renewal rates.
• Identify and implement process improvements to streamline contract management and enhance customer satisfaction.

Requirements

• Associate's degree in Business Administration, Operations Management, or a related field, OR equivalent experience.
• Minimum of 3 years of experience in a contract administration role within the home service industry, preferably in septic or waste management.
• Strong understanding of O&M service requirements and regulations.
• Proficiency in CRM software and contract management systems.
• Excellent communication, negotiation, and organizational skills.
• Detail-oriented with strong analytical and problem-solving abilities.

Nice-to-haves

• Prior experience with DEQ regulations is highly preferred.
• Prior experience with Service Titan software is highly preferred.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance