Customer Support Specialist
United Tech
Customer Success Manager
Coates Group
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteSalary
💰 $60,000 - $72,000 per year
Job Level
Junior
About the role
- Primary owner of the enterprise customer support relationship for key accounts
- Work with support team partners, vendors, and Operations and Supply Chain teams to ensure optimal support delivery
- Become a subject matter expert and participate in case handling and process improvement
- Build strong relationships with key account stakeholders
- Advocate for continuous improvement in support delivery
- Manage onboarding of customers to new processes and solutions provided by Coates Support
- Liaise with Deployment Support teams for transition of new customer locations to the solution
- Monitor and respond to customer feedback mechanisms (CSAT, Field Service Satisfaction)
- Participate in product feedback and enhancement intake process
- Contribute to Technical Support case handling and maintain understanding of ongoing support issues
- Maintain oversight on SLA performance and escalate special handling when needed
- Serve as a Knowledge Contributor for key accounts
Requirements
- Bachelor's Degree in Business, Engineering, or Computer Science
- 1-2 or more years of experience in a Customer Success, Enterprise Technical Support, or Technical Account Management environment supporting hardware or software products and services
- B2B SaaS Experience in a Customer Success, Account Management, or Technical Support environment
- Excellent written and verbal communication skills
- Strong Customer-facing presentation skills with the ability to establish credibility and trust
