Customer Success Specialist Jobs

Trilion Quality Systems is a leader in the cutting-edge Optical Metrology Industry and is hiring a candidate in its Pacific office in Downtown Seattle, WA. Our Company is the exclusive supplier of the ARAMIS three-dimensional deformation and strain measurement system in the United States developed by Zeiss. We support a broad range of industries including Aerospace, Sports/Biomechanics, Microelectronics, Automotive, DOD, Industrial plants and Civil Structures with advanced measurement technology and professional engineering consulting services. We are a U.S. based organization of exceptional people who deliver world class solutions, earning customer confidence, trust, and loyalty by providing unique insight and support to implement transformative technologies for any test need. Trilion’s 3D non-contact measurement solutions have been embraced by Boeing, Ford, GE, NASA, General Atomics, GM, Ford, Tesla, Apple, Microsoft, Amazon, Rolls Royce, Toyota to name a few.

SUMMARY

Customer Success Representatives (CSR) are the primary resource for our team of Technical Account Managers (TAM). The TAM are the first point of contact and responsible for actively pursuing and managing new opportunities in their assigned territory during the evaluation stage and the customers purchase process. The CSR then take over by preparing internal project and order documents during the fulfilment process and then monitoring customer implementation to drive customer engagement, satisfaction and retention. This position requires a good amount of customer service, project management and communication skills, and a positive attitude.

You will be required to promptly coordinate ordering for all components of a new project and then maintain bilateral communication with the customer procurement team and end users. The CSR is expected to monitor inbound Technical Support requests and make sure the customer gets answers promptly and tickets are escalated appropriately after complete customer satisfaction. Workload vary seasonally, but once fully ramped up, a CSR might manage up to roughly 60 concurrent projects. On average, expect a dozen new projects per month with execution duration; roughly a third are longer term projects.

The Customer Success Representatives must be able to establish and maintain relationships with Trilion's customers throughout the project life-cycle; from the order reception, to the delivery, implementation and support of the selected measurement systems. The CSR and their TAM colleagues are responsible to ensure adoption/implementation of our solutions thus driving our customers to realize the return on their investment more rapidly. By maintaining a long-term relationship with their customers, CSRs can help their team gain an understanding of their customer’s overall business, goals, and challenges to enable continuous growth of their accounts and ensure that our customers can achieve their business outcomes successfully using Trilion technologies while manage the administrative tasks for the customers assigned to their queue.

WORK ENVIRONMENT

Our office is located at 2815 Elliot Avenue in a large co-working facility. We have equipment and dedicated desks for each team member, but in-person presence is at will. If shipping or receiving a piece of equipment or components for an order requires you to be in the office. It is not mandatory to spend full days, but the expectation is to visit the office at least twice per week. Someone wishing to work full-time in the office is welcomed to. This is a full-time position and work hours are flexible, but must be within 8am and 7pm. The expected standard schedule is from 9:30am to 5:30pm PT.

The newly-hired CSR can expect an accelerated growth-path to complete autonomy within 2-3 months.The compensation is not variable, expect for the possibility of annual company/team bonuses. Hiring process will end by June 30th with a desired start date on July 5th or July 10th. Expect up to two weeks of travel to our Headquarters in Philadelphia for initial onboarding before the end of the summer and potentially a week or two every year for our yearly bootcamps and on-going trainings.

RESPONSIBILITIES

• Coordinate support-generated projects for prompt part replacements and repairs
• Maintain accurate records of customers contacts in company's database
• Develop audience playbooks and campaign strategy briefs to be used as tools for creating relevant and personalized experiences that drive outcomes at each stage of the customer lifecycle
• Travel requirements may involve visits to our headquarter a few times a year if conditions permit
• Coordinate activities of internal resources required to align with customer goals
• Additional responsibilities as assigned
• Process new orders and coordinate fulfilment of new systems; always with a focus of retaining the customer on a Maintenance Agreement at the end of their first year
• Collaborate with Technical Account Managers to assist in driving cross-sell/upsell opportunities and maintaining consistent growth objective
• Monitor the implementation of new installation using automated marketing tools in HubSpot to encourage Software Maintenance Agreement renewals
• Communicate and update management on a regular basis
• Establish communication expectations with customer
• Perform administrative tasks
• Implement an organized and structured methodology for weekly work schedule to process new projects promptly, then update all internal and external stakeholders on active projects thru emails, sequences or meetings
• Triage and monitor support cases of existing accounts to maintain a high level of customer satisfaction
• Develop and maintain basic level of product knowledge
• Identify customer's needs and opportunities for future growth when monitoring technical support requests

QUALIFICATIONS

Required:

• Exceptional organizational skills
• Strong Team Member
• Self-motivated and guided
• Legally authorized to work in the United States
• High School Diploma
• Sound knowledge of PC use and applications, including Excel, SharePoint and OneDrive
• Strong internet connection at home (if not in-person)

We Value:

• Works effectively independently
• 1-3 years of experience in a related inside sales, project management or technical support position
• Experience with HubSpot CRM and Sequences
• Experience in indirect sales of CAD/CAM, metrology or similar type solutions
• Associate’s degree is a plus
• Conversant in Executive level business discussions
• Experience in Software Maintenance and License Contract (direct or indirect sales)
• Works well under pressure and is able to manage several tasks simultaneously

Capabilities And Success Factors:

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
• Action Oriented: Taking on new projects with a sense of urgency, high energy, and enthusiasm

BENEFITS

• 401(k) Retirement Plan
• Competitive Salary and Incentives
• Good Health Plan

Trilion is an equal opportunity employer. We consider all qualified applicants consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, simply let us know when applying.