Customer Success Manager (Kolo)

Georgia-Pacific is seeking a qualified professional to join our GP PRO Connected Solutions team for the role of Customer Success Specialist/Manager. The Connected Solutions team is growing an innovative, new service business to improve the efficiency of facilities via an internet-of-things (IoT) technology system (i.e., KOLO Smart Monitoring System). The Customer Success Specialist/Manager, a key member of KOLO Operations, has the responsibility to guide new customers through the onboarding process and manage the ongoing service experience of existing customers to maximize value realization.

The home office for this position is in Atlanta, GA or Green Bay, WI, but offers flexible, remote location work. The position requires travel.

What You Will Do

During new Customer Acquisition and Onboarding, the Customer Success Specialist/Manager will collaborate cross-functionally to accomplish the following core responsibilities:

• Build a positive relationship with facilities maintenance and custodial staff
• Prepare and execute customer-facing communications and meetings
• Build Customer Profiles and Site Structure within the KOLO Applications
• Support Customer Deployments and project planning with Service Partners
• Prepare and execute the staff onboarding plan and baseline data report
• Document and report out status updates to the internal team
• Travel to customer's site to conduct training and occasionally support other customer maintenance activities

For Existing Customers, the Customer Success Specialist/Manager will collaborate cross-functionally to accomplish the following core responsibilities:

• Maintain a positive relationship with facilities maintenance and custodial staff
• Leverage business analysis and insights tools to develop key system insights for Customers
• Partner with customers to help them maximize value, maintain staff use and upkeep system hardware via periodic check-ins, supplemental training, presenting data-driven metrics, gathering feedback, and disseminating communications
• Own and respond to escalated customer identified challenges and questions with a sense of urgency; empathically problem-solve to bring resolution
• Document and report out on service ratings, interactions, quality issues, site updates and learnings to internal team
• Primarily support customers remotely, but occasionally visit sites to support account management
• Drive Customer Retention through the support of renewal planning and execution
• Support team in management of Customer Investment to drive improved long term account profitability

Who You Are (Basic Qualifications)

• Experience in Microsoft Office Suite applications (i.e., Outlook, Excel, PowerPoint, Word, Teams)
• Willing to perform hands-on technical and logistical work at customer sites (i.e. Install Dispensers, Change Dispenser Batteries, etc.)
• Willing up to 50% travel

What Will Put You Ahead

• Experience with salesforce®
• Experience with Business Insights tools (i.e. Tableau, PowerBI, etc.)
• Experience in technical-based customer service, sales, or account management
• Experience in conducting data analysis
• Experience in process improvement
• Business-fluency in Spanish

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here .

Who We Are

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf