Benefits:
U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.
Summary of Position:
As a Senior Customer Success Specialist, you will take on a lead role in supporting and enhancing the post-sale customer engagement teams. This position involves a strategic mix of data analysis, reporting, logistics management, and direct customer interaction. The ideal candidate will be proactive, detail-oriented, and capable of managing multiple complex tasks while collaborating with various internal and external stakeholders. The primary focus will be to build and maintain strong relationships with the company’s customers, understand their unique needs, and proactively address any challenges they may encounter. This role is responsible for mentoring junior Customer Success Specialists, driving customer satisfaction, and contributing to program development.
Essential Functions:
- Develop and maintain a deep understanding of each customer’s goals and objectives to drive the adoption and usage of Denali’s products and services
- Act as a primary point of contact for key customers, addressing inquiries, resolving issues and provide timely assistance
- Proactively engage with customer stakeholders to identify opportunities for account growth and identify potential risks
- Collaborate with sales, warehousing and operations, and technical teams to align on customer success strategies and deliver a seamless customer experience
- Help define and analyze customer health and engagement metrics, identifying trends and opportunities to enhance customer value
- Prepare and present detailed reports on program effectiveness to senior management and key customer stakeholders
- Provide guidance, support, and serve as an escalation point to the Customer Success Specialists, fostering a collaborative and high performing team environment
- Conduct training sessions and workshops to share best practices and improve team capabilities
- Lead customer meetings, providing updates and addressing concerns to improve service delivery
- Oversee the consolidation and reporting of data for various customer initiatives, relaying that data back to the customer in a way that drives business value
- Coordinate logistics and shipment support, resolving any issues promptly and efficiently
- Collect customer feedback and relay back to Customer Success leadership for distribution to internal stakeholders
- Continuously evaluate and improve customer success processes and workflow to enhance efficiency and customer satisfaction
Competencies:
- Ensures Accountability
- Tech Savvy
- Communicates Effectively
- Values Differences
- Customer Focus
- Resourcefulness
- Drives Results
- Plans and Prioritizes
- Decision Quality
- Self-Development
Work Environment:
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
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. While performing the duties of this job, the employee in this position frequently communicates with other coworkers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.
Required Education and Experience:
- 3-5 years of experience in a customer facing role, ideally within the B2B technology or services space
Qualifications:
- Bachelor's degree in Business, Communications or a related field preferred
- 3-5 years of experience in a customer facing role, ideally within the B2B technology or services space
- Proven track record of managing customer relationships and driving customer success
- Excellent communication skills (verbal and written)
- Familiarity with Salesforce, Jira, and Microsoft’s suite of products
- Strong organizational skills and attention to detail
- Ability to work independently and as part of a team
AAP/EEO Statement:
3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Compensation
The base pay range for this role is $29 – $34 per hour.