Customer Success Specialist Job at Matrix Design Group, Newburgh, IN

SitTRnpJRG1kNjlDRXZ6Mkl5UU1iRWl1Ymc9PQ==
  • Matrix Design Group
  • Newburgh, IN

Job Description

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally.

We are currently seeking a Customer Success Specialist. This role is responsible for ensuring our customers achieve their desired outcomes while using our products and services. This position involves building strong relationships with customers, understanding their needs, and providing proactive support and guidance. The Customer Success Specialist will work closely with various departments to resolve issues, provide insights, and contribute to customer retention and satisfaction. This position will perform key functions within the customer experience as Quoting, Scheduling, Metrics and KPI reporting and Account Management. The Customer Success Specialist role directly assists the Customer Success Manager and provides back up and support of the Technical Support Specialist. This position works in a team environment at our home office in Newburgh, IN. This is not a remote position.

This position reports to the Customer Success Manager.

Duties and Responsibilities

• Create and maintain quotes for all product lines and all departments.

• Build and maintain strong, long-term relationships with customers.

• Act as point of contact for customer inquiries, issues, and feedback.

• Schedule regular check-ins to monitor customer satisfaction and address any concerns.

• Anticipate customer needs and provide proactive solutions to improve their experience.

• Offer best practices, tips and strategies to help customers maximize the value of our products or services.

• Assist customers in troubleshooting and resolving any issues they encounter.

• Advocate for the needs and interests of customers with the company.

• Gather and share customer feedback with relevant departments to drive product and service improvements.

• Identify and escalate critical customer issues to the appropriate teams for swift resolution.

• Identify opportunities for upselling or cross-selling additional products or services.

• Maintain accurate and up-to-date records of customer interactions and activities in the CRM system.

• Maintain Department Procedures and Work Instructions.

• Prepare regular reports on all areas of customer success metrics, trends, and insights and department KPIs.

• Any and all other tasks, as assigned or directed by Customer Success Manager.

Qualifications & Competencies

• Bachelor's degree in business, marketing, communications, or a related field.

• 2+ years of experience in customer success, account management, or a similar role.

• Experience of customer care and quoting is a plus.

• Strong interpersonal and communication skills.

• Excellent problem solving and analytical abilities.

• Ability to manage multiple priorities and tasks simultaneously.

• Proficiency with CRM software and other customer success tools.

• Customer-centric mindset with a passion for helping customers succeed.

• Proactive and self-motivated with a strong sense of ownership.

• Ability to work collaboratively with cross-functional teams.

Working Conditions

• The general working conditions for this position is in an office setting.

Physical Requirements

The employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• First day coverage of all benefits - no waiting period

• No premium medical, dental and vision insurance

• On-site health clinic

• Basic Life (2x annual base salary at no cost)

• Optional Life and Accidental Death and Dismemberment (AD&D) insurance

• Short-Term and Long-Term Disability insurance (no cost)

• 401(k) Plan with up to an 8% company match

• FSA for Health Care and Dependent Care

• 10 Paid annual holidays plus vacation time

• Educational Reimbursement Program

• Scholarship Program

• Optional Gym Membership

Job Tags

Holiday work, Full time, Temporary work, Home office,

Similar Jobs

Rice University

Textile Lab Research Specialist | Rice University Job at Rice University

 ...Position Summary: Dr. Vanessa Sanchez's newly established lab in the Rice University Department of Mechanical Engineering is hiring a Textile Lab Research Specialist. The lab works at the intersection of materials, manufacturing, and robotics and this role represents an... 

SheFinds Media

Editorial Assistant Job at SheFinds Media

 ...Editorial Assistant You MUST be a CURRENT full-time resident living in CT,NY, PA, or FL. Applicants living in otherstates will not be considered even if they have future plans to move to CT, NY, PA, or FL. SheFinds Media is looking for a hard-working self-... 

Whole Foods Market

Bakery Cake Decorator - Part Time Job at Whole Foods Market

 ...strict adherence to all applicable food safety and compliance duties...  ...customers' needs in a timely and effective manner, model suggestive...  ...equipment in accordance with whole foods market cleanliness and...  ...skills and willingness to work as part of a team. ability to... 

Dan Cummins of Georgetown

Title Clerk Job at Dan Cummins of Georgetown

We welcome you to apply for a position where you can contribute to our goal of providing an extraordinary automotive experience to all of our clients. We set each member up for success by providing comprehensive, highly-specialized training for each position within our ...

Schneider Electric

Quality Associate II - Testers Job at Schneider Electric

2nd Shift differential - $1.25 What will you do? This position is responsible for testing, troubleshooting and repairing moderately complex to extremely complex, high voltage electronic, electrical, and electro-mechanical products. Responsible for providing ...