Job Description
Job Description
Job Description
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Tuition assistance
- Dental insurance
- Vision insurance
Purpose: The Customer Success Specialist plays a key role in supporting customer relationships, driving satisfaction, and identifying opportunities to enhance customer engagement and growth. This role will engage with existing customers through proactive outreach, offering education, support, and solutions to strengthen partnerships and increase product adoption. While not labeled as a sales position, this individual will work closely with sales and is responsible for contributing to business growth by serving as a trusted resource for customers.
General Expectations: Adhere to and demonstrate IMIs Core Values.
Drive: Make things happen. Dont wait for things to happen.
Grit: Get back up. Dont quit.
Humility: Check your ego at the door. Dont be arrogant.
Others First: This we over me. Dont be selfish.
Joy: Take a positive approach. Dont kill the vibe.
Core Responsibilities:
Customer Engagement & Support
Build and maintain strong, long-term relationships with existing customers through proactive communication via phone, email, and chat.
Educate customers on product updates, features, and best practices to maximize value and satisfaction.
Assist customers with placing orders, tracking shipments, managing returns, and resolving inquiries in a timely, professional manner.
Work cross-functionally with Customer Service, Marketing, and Sales teams to provide seamless support.
Document and escalate customer feedback, trends, and improvement opportunities.
Customer Growth & Development
Identify opportunities within existing accounts to expand product usage and improve ROI.
Execute customer outreach strategies to create demand at the fleet level and strengthen partnerships with distributors and dealers.
Support campaigns developed by the Marketing team to enhance loyalty and drive adoption of new solutions.
Provide virtual product training and demonstrations through PowerPoint presentations and webinars as needed.
Administrative & Process Support
Accurately enter and manage customer orders and account details in NetSuite (CRM System).
Create cases for customer issues, collaborating with internal teams to resolve them.
Track and report customer engagement activities and growth metrics.
Qualifications:
Education & Experience
High school diploma required; some college or Associates degree preferred.
3+ years of experience in customer support, inside sales, or a related business operations role.
Experience working with commercial customers, distributors, or fleets is a plus.
Skills & Attributes
Consultative approach with strong questioning skills.
Strong communication and interpersonal skills with demonstrated success in prospecting, building and nurturing strong relationships with various customer types.
Empathetic, solution-oriented mindset with the ability to listen actively and resolve concerns.
Proficiency in MS Office (PowerPoint and Word required; Excel a plus).
Self-motivated and detail-oriented with strong organizational and multitasking skills.
Collaborative team player who thrives in customer-focused environment.
This is a remote position.
Job Tags
Remote work,