Customer Success Specialist

Job Description:

Join our Team: Customer Success Specialist
Watertown, SD

Join our team at Terex Utilities and embark on an exciting opportunity as we seek a skilled and dedicated Customer Success Specialist to contribute to the Terex Utilities team in Watertown, SD.

At Terex we believe in fostering a vibrant and inclusive work culture where every person is empowered to thrive. We're dedicated to driving quality, innovation, embracing diversity, and creating an environment where everyone feels valued and respected. We're committed to excellence in everything we do, and we're seeking talented individuals who share our passion and values to join our team.

As a Customer Success Specialist at Terex, you'll play a pivotal role in fostering and maintaining positive experiences and relationships with our customers, while guiding new and improved technology advancements to internal and customer facing systems. This role involves proactive engagement, problem-solving, strategic planning, data analysis, system development and project management to drive customer satisfaction, retention and growth. 

What you’ll do

• Develop and guide new customers through the onboarding process, ensuring they are equipped to effectively utilize our platforms, systems and processes.
• Respond, delegate and close customer cases as created by customer queries, forms, notifications automation, and new product cases as applicable
• Create and deploy customer feedback surveys
• Work directly with various departments within organization to deploy process improvement projects, gather necessary information for understanding current state customer experience and team member feedback
• Oversee a range of tracking and reporting, manage initiatives and data cleansing, and drive strategic process enhancements all focused on improving lead follow-up to ensure quick response times and proper handling of all conversations
• Coordinate with vendor liaisons and developers to test integrations and effectiveness, lead development, customer master data management/cleansing, and to select new content focus areas for online presence/expansion
• Use project management and development skills to work with vendors on new system develop, implementations and integrations
• Develop and execute customer persona profiles aligned with overall business objectives and future customer base
• Identify and address customer concerns or issues, providing timely and effective solutions
• Track and analyze customer data to identify trends and areas of process improvement
• Provide and maintain day-to-day support of all relevant business applications and user sign-up including, but not limited to: uploading new and relevant news, safety bulletins and procedures, responding to access requests and removals, troubleshooting issues and/or creating IT tickets on issues
• Performs other duties as assigned that support the overall objectives of the position, the team, and the company

What you’ll bring

• Bachelor’s Degree in communication, marketing, business or Project Management Certification is preferred. Applicable education and experience will be considered.
• Strong verbal and written communication skills
• Experience in customer facing role
• Problem-solving
• Data analysis, evaluation and trend reporting
• Project management
• Development and coding skills preferred
• Experience with Microsoft Suite,Vizio, Photoshop are preferred
• Customer-centric mindset
• Organization skills and detail-oriented
• Ability to adjust to everchanging environment

Why Join Us

• We are a global company, and our culture is defined by our Values — Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Check out this video! The Terex purpose
• Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm.
• Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued.
• We make a positive impact by providing innovative solutions, engaging our people, and operating in a sustainable way.
• We are committed to helping team members reach their full potential.
• Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others to build a better world for generations.
• We offer competitive salaries, health insurance (medical, dental, vision, Rx), life insurance, accidental death & dis