Customer Success Specialist

Cleaver Brooks is looking for a Customer Success Specialist to join our team in Milwaukee, WI. The Customer Success Specialist provides administrative and operational support to the Digital Solutions team, helping drive customer satisfaction, retention, and sales enablement. This role focuses on supporting customer engagement, managing documentation, coordinating communications with customers and representatives, and ensuring smooth execution of account management tasks.

By streamlining internal processes and supporting both sales and service operations, this role enables the technical sales and success teams to focus on strategic initiatives and technical delivery.

A successful candidate will be highly organized, detail-oriented, and proactive in managing customer communications, tracking data, and coordinating orders and follow-ups. While technical experience is not required, familiarity with boiler systems, industrial equipment, or digital solutions is a plus.

Any salary estimation specified in this job board may or may not be aligned with our organization’s pay philosophy. Apply to connect with a Talent Acquisition Partner who can provide you more details!

Job Location: Milwaukee, WI

Essential functions:

Customer and Sales Support:

• Assist with customer and representative inquiries, ensuring timely responses and issue resolution.
• Maintain and update sales pipeline records, tracking leads, memberships, and renewals.
• Support the request-for-quote (RFQ) process, ensuring accuracy and follow-up.
• Coordinate customer communications regarding system usage, account status, and service offerings.
• Document and track sales and service performance metrics, compiling reports as needed.

Administrative & Process Management:

• Organize and maintain customer records, contracts, and agreements.
• Assist in scheduling training sessions, demos, and meetings with customers and internal teams.
• Manage technical documentation updates, including installation and operational guides.
• Support invoicing, order processing, and general account management tasks.
• Ensure smooth communication between sales, customer support, and operations teams.

Technical and Product Support (As Needed):

• Assist in tracking and documenting technical issues raised by customers or representatives.
• Provide basic troubleshooting assistance and escalate complex issues to the technical team.
• Gather customer feedback and document common support trends to improve service.
• Support the internal team in managing sensor data mappings, reports, and minor system updates (if applicable).

Other Duties:

Internal Contacts: Frequent collaboration with sales, operations, and customer success teams.

External Contacts: Regular communication with customers, representatives, and vendors.

Basic Requirements:

Education: Associate’s or Bachelor’s degree preferred, or equivalent work experience.

Experience: 2+ years in an administrative, sales support, or customer service role.

Knowledge/Skill Requirements:

• Strong organizational and administrative skills with attention to detail. 
• Excellent written and verbal communication skills. 
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) and CRM or sales tracking software. 
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. 
• Experience with customer service, account management, or sales coordination preferred. 
• Familiarity with industrial equipment, IoT solutions, or technical products is a plus but not required. 

Physical Skill & Effort: Standard office work; minimal physical exertion required.

Working Conditions and Hazards: Office environment with remote/hybrid flexibility as needed.

Benefits of Being a Cleaver-Brooks Employee:

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

Who is Cleaver-Brooks:

Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution network’s