Customer Success Representative
3 months ago
**Conditions of Satisfaction**:
- On time onsite delivery and installation.
- Meet or exceed customer expectations.
- Improve internal pre FAT planning and handoff.
- Signoff acceptance of delivery from manufacturing/Assembly organization.
- Develops a customer delivery commitment, project plan with managed risk assessment to deliver on time and meets or exceeds customer expectations.
- Communicates key milestones to customer and sales team with any delivery risks and means for managing risk.
- Establish standard meetings to coordinate cross organizational (internal and external) to ensure alignment and on schedule delivery.
- Generates and coordinates the commitments needed by all parties to achieve the objectives and ensure customers of on time delivery.
- Builds the processes and defines the skill sets needed to scale this organization.
- Coordinate with Sales the post installation sales and delivery.
**Key Responsibilities**:
- Maintain regular, clear communication with customers throughout all stages of the process.
- Provide timely updates on project status, FAT scheduling, shipping, and installation.
- Successfully coordinate FAT, including material preparation and customer travel arrangements.
- Ensure accurate and timely preparation of all shipping documents.
- Manage crating and shipping processes efficiently.
- Ensure successful completion of FAT and address any issues promptly.
- Coordinate smooth installation process and resolve any post-installation problems.
- Build and maintain strong relationships with customers.
- Effectively manage customer expectations, especially during delays or issues.
- Provide customers with all necessary technical documentation, manuals, and media.
- Ensure customers are properly onboarded to support systems.
- Meet or exceed sales targets for parts and services from existing customers.
- Identify and capitalize on upselling opportunities.
- Act as the primary point of contact for customer issues.
- Coordinate effectively with internal teams to resolve customer problems quickly.
- Manage service contracts to ensure fulfillment and customer satisfaction.
Pay: $58,000.00-$62,000.00 per year
Additional pay:
- Bonus pay
- Commission pay
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Flexible language requirement:
- French not required
Schedule:
- 8 hour shift
- Monday to Friday
- Morning shift
**Education**:
- DCS / DEC (preferred)
Work Location: In person
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