Product Success Specialist - Baton Rouge, LA

Turner Industries is a fully diversified industrial contractor. We help move the world forward by providing responsive, innovative solutions designed to increase plant production, reduce costs, reduce downtime, and even prevent shutdowns. Headquartered in Baton Rouge, LA, Turner Industries has over 20,000 employees with offices and job sites across the United States. Our single-solution approach in the petrochemical, refining, energy, pulp and paper, and related industries has made Turner one of the nation's top industrial contractors and earned us the No. 1 spot on ABC's 2024 Top Performers list. People are at the heart of everything we do. Their safety, security, and satisfaction have always been our top priorities. For proof, look no further than our strong working relationships and extraordinary workforce.

Turner Industries Group is hiring a Product Success Specialist to join our team in Baton Rouge, LA. A Product Success Specialist plays a crucial role in ensuring the successful adoption and utilization of our company's IT products and services. The primary responsibility will be to guide and support users throughout their journey, from implementation to ongoing product usage, with the aim of driving user satisfaction and maximizing product value. This role requires a combination of technical expertise, exceptional communication skills, and a deep understanding of customer needs in the IT industry.

Essential Qualifications:

• A degree is desired, not required, but knowledge (1-3 years) of Information Technology or another related field is strongly preferred.
• Proven experience in a customer-facing role within the IT industry, preferably in a product success, customer success, or technical support capacity.
• Strong technical background with a solid understanding of IT products, networks, systems, and software.
• Excellent interpersonal and communication skills, with the ability to effectively explain complex technical concepts to non-technical audiences.
• Outstanding problem-solving and analytical abilities to identify and resolve customer issues efficiently.
• Exceptional customer service skills, with a genuine passion for helping customers achieve their goals and maximize the value of our products.
• Self-motivated and able to work independently, while also being an effective team player.
• Strong organizational skills with the ability to manage multiple sites simultaneously.
• Proficiency in using support ticketing systems, and other relevant tools.
• Willingness to travel occasionally to customer sites for onsite support or training sessions, as required.
• Post-offer drug/alcohol screen and physical evaluation.
• Applicant/employee must not pose a direct threat to the health or safety of such individual or others in the workplace.

Functional Requirements:

Collaborate with Operations on implementation strategies for multiple sites; lead sites through implementation and deployment of applications; ensure proper equipment is purchased and provisioned for the sites; ensure users have proper training and permissions prior to Go Live; develop a deep understanding of business objectives, technical requirements, and challenges to provide tailored solutions; monitor applications for performance issues and communicate with the appropriate team; monitor and analyze users' product usage, adoption rates, and feedback to identify areas for improvement and recommend strategies to optimize customer success; proactively engage with users to identify their evolving needs and align them with relevant product offerings or enhancements; serve as the primary point of contact for internal customers, answering their inquiries, resolving technical issues, and providing timely and accurate solutions; conduct comprehensive product demonstrations and workshops to educate users on product features, functionality, and best practices; work closely with cross-functional teams, including Product Owners, Developers, Data Analysts and Training Analyst to communicate requirements, advocate for internal and external customer needs, and drive product enhancements or bug fixes; stay updated on industry trends and emerging technologies to provide valuable insights and recommendations to users; develop and maintain comprehensive documentation to empower customers to effectively use our custom products; travel may be required based on business needs; p