Sr. Customer Success Specialist

Procom - Elma, NY

Full-time - Mid Level

Elma, NY

Professional, Scientific, and Technical Services

About the position

The Senior Customer Success Specialist at Procom will serve as the primary point of contact for large customer accounts, playing a crucial role in managing and nurturing customer relationships to ensure satisfaction, retention, and growth. This position requires a passionate individual who can leverage analytical skills to identify problems, propose solutions, and enhance customer relationships. The role involves close collaboration with various internal teams, including value stream managers, engineering, quality, and operations, to ensure the successful delivery of the company's products and services. In this position, the Senior Customer Success Specialist will be responsible for all external communications with assigned large and complex customer accounts, ensuring that a positive relationship is maintained. This includes representing the Voice of the Customer in internal meetings, driving recovery plans, and resolving issues for assigned accounts. The specialist will also acknowledge all new and change orders, updating committed delivery dates in customer portals, and performing contract reviews on all orders before entering data into the company's ERP system. Additionally, the role requires maintaining the company's ERP and CRM systems with all relevant customer information, gathering customer success metrics, and identifying areas for improvement. The specialist will collaborate with team members to strategize for upcoming client meetings and work with value stream managers to understand the delivery status of open orders, communicating any changes to customers as necessary. Monthly order book reviews will be held with all assigned customers to ensure alignment between the company's ERP system and customer demand, including orders and forecasts.

Responsibilities

• Serve as the primary contact for external communications with assigned large complex customer accounts.
• Maintain positive relationships with customers through effective communication via email, telephone, and conference calls.
• Represent the Voice of the Customer in internal meetings and drive recovery plans and issue resolution for assigned accounts.
• Acknowledge all new and change orders, updating 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, including company details, contacts, notes, and issues.
• Gather customer success metrics and data as directed, identifying areas for improvement to management.
• Collaborate and strategize with team members on upcoming client meetings.
• Work with value stream managers to understand the delivery status of open orders and communicate necessary changes to customers.
• Conduct monthly order book reviews with assigned customers to ensure alignment between the company's ERP system and 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.
• Politically savvy with the ability to manage conflict and adversity.
• Advanced MS Excel analytical skills.
• Proficient in Microsoft Office.
• Ability to work collaboratively in a team and cross-functional environment.