Customer Success Specialist

1 month ago

Chippendale, Australia Vontier Full time
JOB DESCRIPTION

As a Customer Success Specialist, you will play a key role in ensuring customer satisfaction and retention. You will proactively manage all renewal and customer account activities to keep churn under annual targets, drive increased usage of our solution, and enhance overall customer experience.

Responsibilities and Duties:

·Assess customers' current level of service and work collaboratively to help them gain greater value from our solution.

·Drive increased usage of the solution among customers, leading to growth and expansion opportunities.

·Update and manage the SalesForce.com CRM tool for all assigned customers, ensuring accurate and up-to-date information.

·Maintain a comprehensive knowledge base of our product and solution features, as well as competitive offerings.

·Liaise with internal teams to promptly address and resolve customer issues.

·Utilize VBS tools and methodologies to drive continuous improvement in customer success initiatives.

·Advocate for and champion the enhancement of customer experience as a frontline associate for Teletrac Navman.

·Demonstrate a strong drive for excellence, continuously striving for improvement and effectiveness in all tasks.

·Ensure all required customer deliverables are identified, documented, and communicated to meet project commitments.

·Act as an advocate for Customer Success within the organization, driving organizational change to better serve our customers.

• 1+ years of Customer Success and/or Account Management experience

• Prior B2B SaaS sales experience with tele-based and virtual customer management skills required.

• SFDC experience required, with SAP skills an advantage

• Strong customer conflict management skills

• Previous experience working in the Transport or Telematics industries would be an advantage

• Previous experience in Fleet Management Operations would be an advantage

• Working knowledge of GPS systems is preferable

• Strong customer conflict management and communication skills with the ability to communicate effectively at all levels

• Able to work with a diverse array of people, challenging in a non-confrontational way and building successful working relationships

• Willingness to take ownership, be held accountable, and achieve a good outcome for all stakeholders

• Displays a sound business judgment and decision-making capability

#LI-AK2 #LI-HYBRID

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial feeling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

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