Customer Success Advocate

About The Kendall GroupThe Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.Why The Kendall Group?Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.Role Summary: Reporting to the Solution Consultants Manager, the Customer Success Advocate is a key member of the Contract Sales Team. The person in this role will function as the bridge between our sales team and the customer, advocating for the customers desired goals, and promoting value through the customer experience. You will work closely with sales, marketing, product management, and engineering to ensure that our solution is delivered successfully.Exciting work you will do:The essential duties and responsibilities of the Customer Success Advocate will consist of, but are not limited to, the following:Responsible for all post-sale activities as part of the customers' journey, including initial onboarding, social strategy, and Quarterly Business ReviewsIdentify and lead opportunities for account growth within your managed accountsEnsure customers derive maximum value from their Kendall Service Agreements (KSA), utilize all of their entitlements, and collaborate with other Kendall Electric stakeholder teams to ensure adoptionMonitor customer usage data and health indicators, translating them into strategies for successDevelop an understanding of typical business challenges faced by customers and appropriately map KSA features and associated business benefits to address their needsBecome the voice of the customer, working with the sales team to adjust and add future entitlements, and help build the KSA future roadmapWork to identify and/or develop contract expansion opportunitiesManage customer account escalations and advocate for the customer cross-departmentallyWork closely with the customer to define and monitor success criteria metrics while maintaining overall responsibility for the best interests of the companyOther duties as assignedCompetencies you possess:Service ExcellenceResults, Action OrientedAccountability and ResponsibilityTeamwork and CollaborationPriority SettingPlanning and OrganizingPresentation SkillsTime ManagementEstablishing RelationshipsProcess ManagementWhat you’ll need:Work Experience: 3 years’ experience in a customer success related role at a B2B SaaS companyEducation: Bachelor’s degreeAnalytics/Computer Skills: Proficient with Microsoft Office suiteOrganization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environmentCross-functional skills: Experience working cross-functionally with solution consultants, sales, marketing, project managers, external vendors, and customers; experience with problem solving in a customer engagement environmentCommunication Skills: Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner; experience working with brand image and promoting value through customer experiencePhysical, Mental and Visual Skills: While performing the duties of this job, the employee is regularly required to sit, talk, and hear; must be able to sit for up to 8 hours per day; reasonable accommodations may be madePhysical Environment: Normal office environmentTravel: Up to 25% travelSkills we prefer but don’t require:Work Experience: 3 years’ experience as a Customer Success Manager; exposure to Industrial ManufacturingAnalytics/Computer Skills: Experience with customer success platformsThe Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law. #J-18808-Ljbffr The Kendall Group, Inc.