Customer Success Specialist

Division/Department:Systems and Services/PSS and Reliability Business

Location: Lewisville, TX

Job Title:Customer Success Specialist

Reports to:Inside Sales Team Leader

Type of position:

- Full-time

- Hours: 40 / week (overtime may be required)

- Exempt

GENERAL DESCRIPTION

A leading provider of process control and reliability monitoring automation systems is offering an opportunity for a Customer Success Specialist. This position will be based out of our Lewisville, TX location. With an 80 year history of developing process automation solutions, we serve the Southwest US.

The Customer Success Specialist will represent our company and its principles to customers by providing basic technical and commercial information related to Process Systems Solutions and Reliability Solutions product lines. Activities include developing opportunities, quoting, ordering, and being the primary point of contact for support contracts & services, as well as day-to-day needs/inquiries for existing customers’ systems. The specialist will work with these customers and cross-functional leaders internally to deliver excellent client experiences while maximizing customer satisfaction and business results. An effective Customer Success Specialist will have a curiosity for learning the technical solutions we offer and be passionate about using that knowledge to drive the continued value of our products and services. To succeed in this role, a candidate should be skilled in managing multiple customer channels and internal communications to maximize successful adoption and retention of sold solutions.

The scope of solutions will be primarily those of Emerson Automation Solutions Process Systems and Solutions Division (DeltaV Control Systems & Services), supplemented with other products and control system services, or those of third parties as required to meet or exceed the customers' objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- Daily interface with the internal team and customers in the selection of DeltaV-related process automation hardware & software.

- Identify areas of opportunity with customers and develop MRO/Support quotes to drive high customer retention and satisfaction.

- Support software and service subscriptions, including development and submittal of quotations and management of customer orders and supported activities.

- Serve as day-to-day contact for installed base accounts.

- Assist Sales/Engineering with duties related to selling activities.

- Sales order processing, generation, and administration; as well as handling paperwork as required for sales.

- Be responsible for promptly processing customer orders and effectively communicating with the sales team or warehouse team.

QUALIFICATIONS

To perform this job successfully, an individual must be able to use best practices for effective inside sales and customer service guidelines to help optimize performance and success of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required, with or without reasonable accommodation for a disability.

Education, Skills and/or Experience:

- Bachelor's or Associate degree and/or relevant experience.

- Devotion to delivering outstanding customer experiences, infused with entrepreneurial acumen, while ensuring the mutual success of both our customers and the company.

- Applicable technical and/or sales experience with engineered products/services in industrial markets.

- Strong interpersonal, communication, and listening skills to develop close working relationships with the inside sales team, application engineers, account management, customers, and suppliers.

- Ability to effectively shift tasks and manage a demanding workload while maintaining a positive attitude and inspiring collaboration.

- Demonstrate resourcefulness and the ability to be a problem solver, with the preparedness and aptitude to figure out things on the fly.

- Advanced computer skills are necessary and the ability to utilize and learn various software applications to enable effective management and distribution of critical customer information and engagement activities. Examples include but are not limited to Outlook, Word, Excel, PowerPoint, SAP (ERP), internal CRM, Smartsheet, etc.

Additional Keywords and Skills:

- Post-processing

- Work orders

- Carryovers from AE to CS

- Liaison

- Uses Guardian

- Renewals

- Answering customer emails

- Jack of all trades

- Organized

- Driven

- Thirst for knowledge

- Growth-oriented

- Think outside the box

- Best practices

- Internal/External facing

- Customer-centric

- Effective communication

- Understanding

- AE support and intermediary

- Small doses

- Emerson proprietary system

- Looking for growth

- Build into something bigger

- Software subscription product

- PSS tasked with process out

- Subscription-based AE/CS

Physical Requirements:

- The ability to lift and carry up to 20 pounds.

- While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands/fingers to operate a computer, telephone, printer, and keyboard.

- In the event of an onsite visit, must be able to wear any forms of PPE required.