Customer Success Specialist

$57,845 - $107,515/Yr

Advanced Sterilization Products (Asp) - Irvine, CA

Full-time - Entry Level

Irvine, CA

10,001+ employees

Merchant Wholesalers, Durable Goods

About the position

The Customer Success Specialist at Advanced Sterilization Products (ASP) plays a crucial role in the commercial team, focusing on service renewals, remote onboarding, and developing long-term customer relationships. This position is essential for achieving revenue growth objectives and ensuring customer satisfaction by effectively managing accounts and driving product adoption.

Responsibilities

• Maintain a revenue base by managing account retention and renewal
• Perform initial onboarding of accounts with new customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime
• Drive upgrade revenue through increased product/service adoption and increased usage
• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand consumables use throughout the account
• Work with customers to ensure they are leveraging our medical devices effectively and finding value in our services
• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any service renewal issues
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction
• Achieve target KPIs including but not limited to: maintaining high service renewal rates, consumables usage, and NPS

Requirements

• Bachelor's Degree preferred or equivalent experience
• 1-3 years of experience in a customer facing role, such as Customer Success, Customer Support, or Account Management; preferably for recurring revenue businesses
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Well-organized, with a high attention to detail and ability to prioritize
• Located remote but must be available for the time zone of customers

Benefits

• Health savings account
• Disability insurance
• Health insurance
• Flexible spending account
• Retirement plan