Customer Success Specialist jobs in Indiana

This is a great position for the application and/or service engineer with project management experience. 

SUMMARY:

This position is responsible for supporting INDEX customers as they transition from finalized projects to active users of our products. The Customer Success Specialist focuses on customer loyalty and building close long-term client relationships helping them navigate INDEX as a company by helping them get to the correct departments for any support needs with the equipment or services INDEX offers. This position will be under the supervision of the Director of Customer Support at INDEX Corporation.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Bridge the customer transition from Sales to Customer Support by working with Project Management and understanding any open items that need resolution after signoff of a machine.

2. Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs

3. Act as a customer advocate ensuring customer feedback is heard and acted on.

4. Evaluate and analyze customer needs by developing actions and milestones for the customers and employees to work toward while keeping a high-level view of the support process.

5. Review Customer Complaints and concerns to improve the customer experience by working with various departments at IUS and IW to drive quick resolution.

6. Create and maintain comprehensive documentation, plans and reports to track the status of tasks to assure the deliverables will be ready on time.

7. Monitor working hours, timelines, open issues and cost.

8. Works with customer to make them aware of the resources available to help them be successful with INDEX equipment

9. Assist customers with the after sales Refit process and quoting

10. Undertaking project tasks as required, including administrative support.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty and responsibility according to the requirements of INDEX Corporation. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES:

Company-related Competencies – To perform this job successfully, all employees of INDEX Corporation must demonstrate the following competencies;

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team 2 above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Job-related Competencies – To perform this job successfully, incumbents in this job should demonstrate the following competencies;

Project Management – Develops project plans; Coordinates projects; Communicates changes and progress with customers and departments within INDEX; Completes projects on time; Manages Customer Success team activities.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.

EDUCATION and/or EXPERIENCE: High School diploma and four year’s related experience and/or training is required. Previous experience in a manufacturing environment where customer support and project management skills were essential to the overall operations of the organization is preferred.

LANGUAGE SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must be fluent in English. Able to speak fluent German is a plus.

MATHEMATICAL SKILLS: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS: A valid driver’s license is required for this position.

OTHER SKILLS AND ABILITIES: Computer software skills required include: Microsoft Outlook, Word, Excel, PowerPoint and Adobe. Must be able prepare and interpret flowcharts, schedules and action plans. Employee must have the ability to adapt and conform to shifting priorities and demands and execute accordingly.

OTHER QUALIFICATIONS: In addition, the ability to create Gantt Charts and have a strong understanding of quality systems and statistical process control is essential. This position may require both domestic and international travel.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. 3 While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently will stand; and walk. The employee occasionally will climb or balance; stoop, kneel, crouch or crawl; taste or smell; and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The normal office hours at INDEX Corporation are 8:00 a.m. to 5:00 p.m., Monday through Friday. However, employees in this position may be required to work additional hours to meet the demands of the job. While performing the duties of this job, the employee is occasionally exposed to fumes and airborne particles, outdoor weather conditions, working near moving mechanical parts and the risk of electrical shock. The noise level in the work environment is usually moderate to loud.

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