Customer Success Specialist Jobs

Our Company

ETQ, part of Hexagon, is the leading provider of quality, EHS and compliance management SaaS software, trusted by the world’s strongest brands. More than 600 customers globally, spanning industries such as pharmaceuticals, electronics, heavy industry, food and beverage, and medical devices, benefit from ETQ to secure positive brand reputations, enable higher levels of customer loyalty and enhance profitability. ETQ Reliance offers built-in best practices and powerful flexibility to drive business excellence through quality. Only ETQ lets customers configure industry-proven quality processes to their unique needs and business vision. ETQ was founded in 1992 and has main offices located in the U.S. and Europe. To learn more about ETQ and its various product offerings, visit www.etq.com.

Who are our employees?

We ensure that each employee is not only aware of our strategic vision; they are a part of it. This is because we know that our employees are critical components of ETQ’s ever-growing success. Words to describe our culture: caring, driven, integrity, passion, committed, thoughtful, diverse, family-oriented, supportive, welcoming, fun!

At ETQ we believe deeply in diversity, equity, and inclusion. Quality is best when everyone has a voice. Quality at ETQ is born through diversity, equity, and inclusion in all that we do. Our company celebrates inclusiveness and encourages employees to bring their authentic selves and unique experiences to ETQ. All of our employees add value to our culture, products, and customer experience.

Who we are looking for

The Customer Success Specialist (CSS) is obsessively focused on helping our customers achieve their business outcomes through the use of ETQ’s solutions. They will promote customer adoption of ETQ solutions through proactive outreach and best practice customer management practices. The CSS will serve as a problem-solver, a consultant, and a guide for our customers, and help them to extract maximum value from their solutions in order to expand and extend the relationship. Internally, the CSS will help to unite efforts across disciplines as needed to address customer needs.

What to expect

• Engage in consistent, proactive client interactions to positively impact customer loyalty and revenue growth.
• Work with ETQ customer-facing departments to align on customer engagement and strategic outreach based on customer needs or company initiatives.
• Triage customer issues and feedback and secure necessary internal resources to resolve. Provide a high level of customer service throughout the issue resolution.
• Drive customer awareness, engagement, and adoption of the ETQ portfolio.
• Leverage a combination of quantitative and qualitative indicators to proactively and deliberately engage with customers at the moment of need.
• Work collaboratively with customers to develop Success Plans. Monitor progress, making necessary adjustments, and properly setting expectations along the way.

What you need to succeed

• Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.
• Energized by connecting with customers in a high-volume book of business.
• Hungry to make an impact within the team and the company.
• Thrives in a fast based, team-centric atmosphere and is adaptable in nature.
• Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
• Strong multi-tasking abilities and organization skills.
• Excellent verbal and written communication skills.
• Detail-oriented; able to capture proper information correctly and accurately.
• Must be bilingual: French, German, or Italian.

Qualifications:

• Strong verbal and written communication skills
• Minimum Bachelor's degree and 1-3 years of related experience OR in place of degree 3-5 years of related experience
• Salesforce experience preferred
• Experience working with or for a SaaS organization is preferred

The base cash compensation range for this role is $42,000 - $50,000*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and geographic region & may vary from the amount above. This range does not represent additional compensation benefits (such as sales commissions, short- and long-term incentive packages, 401K match, medical, dental or vision insurance).

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)