Customer Success Specialist

Customer Success Specialist

The Customer Success Specialist is responsible for building and maintaining strong relationships with customers to ensure they achieve their desired outcomes while using the company's products or services. This role focuses on customer onboarding, adoption, retention, and satisfaction by serving as a trusted advisor and primary point of contact.

Essential job functions include:

• Serve as the primary point of contact for assigned customers, fostering long-term relationships
• Guide customers through onboarding and implementation processes to ensure successful adoption
• Monitor customer usage and engagement, identifying opportunities to improve satisfaction and retention
• Proactively address customer concerns and resolve issues in a timely and professional manner
• Collaborate with sales, product, and support teams to advocate for customer needs and drive continuous improvement
• Conduct regular check-ins, business reviews, and product training sessions with customers
• Track key performance indicators (KPIs) related to customer health and success
• Identify opportunities for account growth, including renewals and upselling, and partner with the sales team as needed
• Maintain accurate records of customer interactions and activities in CRM systems
• Travel up to 25% may be required.

Job specifications:

• Bachelor's degree in business, communications, or a related field preferred
• 2+ years of experience in customer success, account management, or a customer-facing role
• Strong interpersonal and communication skills, both written and verbal
• Ability to manage multiple accounts and priorities in a fast-paced environment
• Problem-solving mindset with a proactive approach to customer needs
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools preferred
• Strong organizational and time management skills
• Customer-focused attitude with a passion for delivering exceptional service

Knowledge, skills, and abilities:

Ethics and work standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication: Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel. Listens to understand input, feedback, and concerns. Provides complete information in an open, honest, and straightforward manner. Responds promptly and positively to questions and requests.

Teamwork and relationships: Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad. Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others.

Continual improvement and problem resolution: Identifies and communicates suggestions for work improvements. Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions which meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value. Shares best practices with other employees across the business.

Accountability: Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

About ESG:

Environmental Solutions Group stands at the forefront of sustainable innovation, dedicated to transforming the waste industry with eco-friendly equipment and technology solutions, all designed to improve the lives of our customers, and their communities.

This Connected Collections® ecosystem integrates advanced technology across our brands, including Heil® refuse collection vehicles, Marathon® Equipment compaction and recycling equipment, 3rd Eye® technology solutions, Soft-Pak® waste hauler software, Curotto-Can® automated carry cans, Bayne® lifting products, and Parts Central® OEM parts.

Driven by a mission of "Improving Lives," our best-in-class teams, innovative products, and advanced technology work tirelessly to leave a lasting legacy of excellence and environmental stewardship, ensuring a greener, healthier planet for generations to come.