Title: Customer Success Specialist

Shift: 9:30-6 CST; 10:30-7 EST

Reports To: Technical Service & Applications Support Manager

As a Customer Success Specialist you will provide technical assistance, sales support and excellent customer services regarding engraving and digital printing equipment, printable materials and/or related process troubleshooting while also promoting sales of new equipment and supporting materials.

Additional responsibilities will include, but are not limited to:

• Provide technical support for equipment and products sold by JP Plus/ Rowmark

o Provide installation and technical training on operation, application, and maintenance of equipment.

o Assist customers with problems on equipment, software and products sold by JP Plus

o Maintain equipment in JP Plus locations.

• Enhance the customer experience, focusing on retention and growth.

o Displays total account management by focusing on what needs to be done and taking the appropriate

action.

o Initiating proactive action on behalf of the customer.

o Provide closed loop feedback on all escalated customer actions.

o Deliver product/ equipment demos.

o Develop customer relationships that breed loyalty.

o Actively promotes the features and benefits of products sold by JP Plus.

o Participate in and support efforts for open house events or technology showcase events hosted by JPP.

o Travel locally as necessary for the position (customer visits, tradeshows, product training, educational

seminars, installs, etc.).

o Actively engages and collaborates with other areas of the business to grow the business.

o Produce timely and detailed service reports.

o Understands customer needs and aligns JP Plus resources to deliver value.

o Document customer interactions within CRM tools to enhance the customer experience by providing

relevant info to other internal business partners.

• Contribute positively and proactively to the JP Plus Advanced Support Team

o Collaborates with sales and other business partners to ensure customer and organizational success.

o Contribute positively to the development of the JP Plus organization.

o Cooperate with technical team and share information across the organization.

o Represents JP Plus in a professional manner at all times and build positive relationships with customers.

• Works comfortably in a remote environment

o Self-motivated/organized, and operates without the need for direct supervision/guidance.

o Performs all administrative work related tasks in a timely manner.

• Other Duties

o Be available and responsive to answer queries from sales force regarding technical capabilities.

o Provide timely response to internal and external customers.

o Train peers on equipment processes and function.

Bonus Points If You Have:

• Exhibits a positive, professional attitude.

• Shows personal drive, ambition, and always maintains integrity.

• Demonstrates honesty and trustworthiness, responsibility, and accountability.

• Sets personal and professional goals, while demonstrating high work ethics.

• Balances issues emotionally and objectively.

• Communicates at the most direct level; Strong verbal, written and interpersonal skills.

• Exhibits a strong focus serving the customer with attention to detail; Able to communicate effectively with all

types of people.

• Effective analytical and trouble shooting and multi-tasking skills.

• Motivated to meet/exceed goals with a passion to learn in a fast-paced, deadline-driven atmosphere.

• Works effectively as a team member or independently to achieve goals/objectives.

• Self-directed, motivated, organized, requiring limited direction.

• Ability to balance issues emotionally and objectively and empathize with other employee concerns.