Unclassified - Memphis, TN
posted 3 months ago
The Customer Success Specialist at Inventory Locator Service (ILS), a division of CAMP, plays a crucial role in enhancing customer satisfaction and engagement. This position is designed for individuals who are passionate about building strong relationships with customers and ensuring they derive maximum value from ILS offerings. The successful candidate will be responsible for managing inbound support requests from government accounts and proactively reaching out to customers who may not be progressing along their desired customer journey. This proactive approach includes intervening to guide customers into appropriate group sessions or providing personalized training sessions for larger clients. In this collaborative role, the Customer Success Specialist will work closely with various departments, including Sales, Marketing, and Accounting, to deliver world-class support and enhance the overall customer experience. The position requires a strong focus on maintaining high levels of customer engagement and satisfaction, with an emphasis on customer loyalty. The specialist will be expected to maintain a detailed knowledge of ILS products and their impact on customers, as well as an understanding of the competitive landscape. The role also involves defining business outcomes and developing a comprehensive customer success plan that includes key objectives, milestones, stakeholders, and success metrics. Additionally, the specialist will manage account retention and renewal processes, review and process government purchase orders, coordinate onboarding for new customers, and support ongoing upgrades and changes to customer solutions. Identifying common customer challenges and suggesting effective solutions based on ILS offerings will also be a key responsibility.