Sr. Customer Success Specialist

Benefits U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law. Summary of Position: As a Senior Customer Success Specialist, you will take on a lead role in supporting and enhancing the post-sale customer engagement teams. This position involves a strategic mix of data analysis, reporting, logistics management, and direct customer interaction. The ideal candidate will be proactive, detail-oriented, and capable of managing multiple complex tasks while collaborating with various internal and external stakeholders. The primary focus will be to build and maintain strong relationships with the company’s customers, understand their unique needs, and proactively address any challenges they may encounter. This role is responsible for mentoring junior Customer Success Specialists, driving customer satisfaction, and contributing to program development.Essential Functions: Develop and maintain a deep understanding of each customer’s goals and objectives to drive the adoption and usage of Denali’s products and servicesAct as a primary point of contact for key customers, addressing inquiries, resolving issues and provide timely assistanceProactively engage with customer stakeholders to identify opportunities for account growth and identify potential risksCollaborate with sales, warehousing and operations, and technical teams to align on customer success strategies and deliver a seamless customer experienceHelp define and analyze customer health and engagement metrics, identifying trends and opportunities to enhance customer valuePrepare and present detailed reports on program effectiveness to senior management and key customer stakeholdersProvide guidance, support, and serve as an escalation point to the Customer Success Specialists, fostering a collaborative and high performing team environmentConduct training sessions and workshops to share best practices and improve team capabilities Lead customer meetings, providing updates and addressing concerns to improve service deliveryOversee the consolidation and reporting of data for various customer initiatives, relaying that data back to the customer in a way that drives business valueCoordinate logistics and shipment support, resolving any issues promptly and efficiently Collect customer feedback and relay back to Customer Success leadership for distribution to internal stakeholdersContinuously evaluate and improve customer success processes and workflow to enhance efficiency and customer satisfactionCompetencies: Ensures Accountability Tech Savvy Communicates Effectively Values Differences Customer Focus Resourcefulness Drives Results Plans and Prioritizes Decision Quality Self-Development Work Environment: This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.Physical Demands:This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.Required Education and Experience: 3-5 years of experience in a customer facing role, ideally within the B2B technology or services space Qualifications:Bachelor's degree in Business, Communications or a related field preferred3-5 years of experience in a customer facing role, ideally within the B2B technology or services space Proven track record of managing customer relationships and driving customer successExcellent communication skills (verbal and written) Familiarity with Salesforce, Jira, and Microsoft’s suite of products Strong organizational skills and attention to detailAbility to work independently and as part of a teamAAP/EEO Statement: 3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary : $29 - $36