T3 Customer Success Lead I

EquipmentShare is Hiring a T3 Customer Success Lead I

EquipmentShare is searching for a T3 Customer Success Lead I to serve our team in the Kansas City, KS area!

About EquipmentShare

At EquipmentShare, we do things differently. We are more than a construction company and you are more than an employee. EquipmentShare, a nationwide construction technology and equipment solutions provider, is looking for skilled, curious hard-working problem solvers to add to our growing team. Despite our growing footprint, we run our company like a small business and put people first —which is why we offer a workplace like no other where team members collaborate, innovate and make meaningful contributions while accessing some incredible perks.

EquipmentShare is the fastest-growing, independently owned construction equipment rental company in the country. We serve dozens of markets across the U.S. and are on track to create a national footprint in every major market in the country in the next couple of years. 

Our expansion and customer retention is a validation of strong contractor demand for the smart jobsite technology we’ve built into our rental fleet. And it’s just the beginning of our journey to establishing a global presence. 

Your Opportunity to Grow With Us

The EquipmentShare team is a close-knit group of professionals who all share an interest in providing a service and product that improves our customer’s experience. Above all, we care about building something people want, and the only way to do that is by assembling a skilled, passionate and talented team. Our mission is to improve productivity and efficiency throughout the entire construction industry, and our people are how we make achieving that goal possible.

The T3 Customer Success Lead I will focus on strategic and operational processes to ensure long-term profitability and success. The CS Lead will help guide and coach Customer Success Associates (CSAs) towards achieving outreach and engagement metrics, as well as NPS and CSAT metrics. This position will also help the CSA team increase customer product adoption and engagement within T3. This position requires expert-level knowledge of T3 products, service offerings, and core systems, including customer-facing solutions.

Primary Responsibilities:

• Demonstrating leadership in accordance with EquipmentShare’s vision, mission, and values.
• Promoting a “customer first” environment at all times.
• Maintaining and nurturing existing customer relationships to ensure customers are satisfied with the level of service they are receiving. 
• Keeping customers up-­to­-date about new or additional ways in which T3 can help improve their business and operate more efficiently.
• Supporting CSA customer accounts during escalations. 
• Reporting on CSA metrics and T3 engagement stats 
• Managing the resolution of customer inquiries and concerns. 
• Establishing and maintaining professional working relationships with internal and external customers 
• Managing time effectively to ensure productivity levels and turnaround times are within established service standards
• Enhancing industry and technical knowledge by actively participating in learning and growth opportunities. 
• 1:1 Coaching and mentoring CSAs; being available to support CSAs at all times.
• Performing other duties and responsibilities as assigned.

About You 

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

Before we bring on new team members, we take the time to really get to know them, their goals, strengths and natural talents, so we can place them in positions that fuel their passions, energy and motivation. We want our team members to experience a new level of fulfillment at work. Your only limitations are the ones you might place on yourself. 

Skills & Qualifications:

• 1+ years experience in a customer-facing role required
• Strong interpersonal skills with the ability to communicate effectively using correct grammar, punctuation, spelling and sentence structure
• Ability to maintain and grow relationships with customers throughout every step of the support process
• Knowledge and experience using Mac OS and Microsoft OS, as well as online marketing tools, CRM such as HubSpot and SalesForce
• Background in compu