Job Description

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally.

We are currently seeking a Customer Success Specialist. This role is responsible for ensuring our customers achieve their desired outcomes while using our products and services. This position involves building strong relationships with customers, understanding their needs, and providing proactive support and guidance. The Customer Success Specialist will work closely with various departments to resolve issues, provide insights, and contribute to customer retention and satisfaction. This position will perform key functions within the customer experience as Quoting, Scheduling, Metrics and KPI reporting and Account Management. The Customer Success Specialist role directly assists the Customer Success Manager and provides back up and support of the Technical Support Specialist. This position works in a team environment at our home office in Newburgh, IN. This is not a remote position.

This position reports to the Customer Success Manager.

Duties and Responsibilities

• Create and maintain quotes for all product lines and all departments.
• Build and maintain strong, long-term relationships with customers.
• Act as point of contact for customer inquiries, issues, and feedback.
• Schedule regular check-ins to monitor customer satisfaction and address any concerns.
• Anticipate customer needs and provide proactive solutions to improve their experience.
• Offer best practices, tips and strategies to help customers maximize the value of our products or services.
• Assist customers in troubleshooting and resolving any issues they encounter.
• Advocate for the needs and interests of customers with the company.
• Gather and share customer feedback with relevant departments to drive product and service improvements.
• Identify and escalate critical customer issues to the appropriate teams for swift resolution.
• Identify opportunities for upselling or cross-selling additional products or services.
• Maintain accurate and up-to-date records of customer interactions and activities in the CRM systems (Salesforce and Oracle).
• Maintain Department Procedures and Work Instructions.
• Prepare regular reports on all areas of customer success metrics, trends, and insights and department KPIs.
• Any and all other tasks, as assigned or directed by Customer Success Manager.

Qualifications & Competencies

• Bachelor's degree in business, marketing, communications, or a related field.
• 2+ years of experience in customer success, account management, or a similar role.
• Experience of customer care and quoting is a plus.
• Strong interpersonal and communication skills.
• Excellent problem solving and analytical abilities.
• Ability to manage multiple priorities and tasks simultaneously.
• Proficiency with CRM software and other customer success tools.
• Customer-centric mindset with a passion for helping customers succeed.
• Proactive and self-motivated with a strong sense of ownership.
• Ability to work collaboratively with cross-functional teams.
• Experience with Salesforce and Oracle is a plus.

Working Conditions

• The general working conditions for this position is in an office setting.

Physical Requirements

The employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• First day coverage of all benefits - no waiting period
• No premium medical, dental and vision insurance
• On-site health clinic
• Basic Life (2x annual base salary at no cost)
• Optional Life and Accidental Death and Dismemberment (AD&D) insurance
• Short-Term and Long-Term Disability insurance (no cost)
• 401(k) Plan with up to an 8% company match
• FSA for Health Care and Dependent Care
• 10 Paid annual holidays plus vacation time
• Educational Reimbursement Program
• Scholarship Program
• Optional Gym Membership

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