Senior Customer Success Specialist

$47,715 - $72,800/Yr

Servotronics - Elma, NY

Full-time - Mid Level

Elma, NY

Transportation Equipment Manufacturing

About the position

The Senior Customer Success Specialist is a key role focused on managing and nurturing relationships with large customer accounts to ensure satisfaction, retention, and growth. This position serves as the primary point of contact for external communications and collaborates with internal teams to deliver Servotronics products and services effectively. The ideal candidate will leverage analytical skills to identify issues and drive solutions, ensuring a positive customer experience.

Responsibilities

• Serve as the primary contact for external communications with assigned large complex customer accounts.
• Represent the Voice of the Customer in internal meetings and drive recovery plans and issue resolution.
• Acknowledge all new and change orders and update committed delivery dates in customer portals.
• Perform contract reviews on all orders prior to data entry into the company's ERP system.
• Maintain the company's ERP system with all new and change orders according to company procedures.
• Update the company's CRM system with all customer-related information.
• Gather customer-success metrics and data to identify areas for improvement.
• Collaborate and strategize with team members for upcoming client meetings.
• Work with value stream managers to understand delivery status on open orders and communicate changes to customers.
• Conduct monthly orderbook reviews with assigned customers to align the ERP system with customer demand.

Requirements

• Bachelor's degree in business, marketing, or a related field; advanced degree preferred.
• 5+ years of experience as a Customer Success Specialist or in a similar customer-facing role.
• Strong communication and interpersonal skills.
• Excellent organizational and time-management abilities.
• Advanced knowledge of CRM and ERP systems.
• Attention to detail and follow-through.
• Ability to resolve conflict and manage multiple priorities.
• Ability to work collaboratively in a team and cross-functional environment.
• Advanced MS Excel analytical skills.
• Proficient in Microsoft Office.

Nice-to-haves

• Experience in account management
• Familiarity with navigating ambiguity
• Strong decision-making skills
• Self-directed and organized

Benefits

• Competitive wage range of $22.94-$35.00
• Full-time employment
• Opportunities for professional development