Address
Form of workTitle: 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.
