T3 Customer Success Associate

EquipmentShare is Hiring a T3 Customer Success Associate

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

EquipmentShare is searching for a T3 Customer Success Associate to be responsible for onboarding new T3 customers. Working closely with our Sales, Support, Product teams, you will use your strong communication skills and technical know-how to wow Corporate, Enterprise and Fortune 500 customers as you help them - for the first time - realize the value that T3 brings to their business.  

Primary Responsibilities

• Promote a “customer first” environment at all times.
• Become a T3 platform domain expert, Perform initial on-boarding of accounts with customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
• Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.
• Work closely with clients and their tech teams to fully integrate T3 into their daily business operations.
• Conduct customer-focused channel partner QBRs (Quarterly Business Reviews), measuring partner performance against pre-established business metrics.
• Train clients in software platform basics and provide progressive guidance throughout the implementation process.
• Track and hit key implementation milestones.
• Establish and maintain expert-level knowledge of T3 products, service offerings, and core systems, including customer-facing solutions to troubleshoot and respond to customer and co-worker inquiries effectively and efficiently.  
• Establish and nurture existing customer relationships to ensure our customers are 100% satisfied with the level of service and support they are receiving from T3. 
• Provide education and support to customers in the use of the T3 platform. 
• Promptly respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner and within established quality and service standards to facilitate the resolution of requests and complaints.
• Keep customers up-­to­-date about new or additional ways in which T3 can help improve their business and operate more efficiently.
• Complete add-on orders for accounts and solicit referrals and additional orders when justified in order to build the T3 customer base.
• Complete audits of customer accounts to ensure proper functioning of systems and devices.

Why We’re a Better Place to Work

• Competitive salary.
• Medical, Dental and Vision coverage for full-time employees.
• 401(k) and company match.
• Generous paid time off (PTO) plus company paid holidays.
• Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).
• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees.
• Seasonal and year round wellness challenges.
• Company sponsored events (annual family gatherings, happy hours and more).
• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year. 
• Opportunities for career and professional development with conferences, events, seminars and continued education. 

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. 

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 computing, telecom, mobile or telematics preferred
• Familiarity with CRM systems and the process of documenting accurate and detailed communications with the customer preferred
• Customer first mentality - ability to empathize and build customer loyalty
• Strong organizational and analytical skills
• Attention to detail
• Critical thinking and proven complex problem solving skills 
• Excellent listening skills with a strong desire to solve the customer’s problems
• Excelle