Customer Success Specialist

Grundfos GmbH; Brockville; Hybrid; CAD 73,000 - 102,000; Full time

Benefits offered by this job

Flexible hours

Home working opportunities

Parental support

Annual bonuses

Health insurance

Volunteer leave

Training programs

Job summary

Grundfos in Brockville, Ontario, Canada is seeking a Customer Experience Specialist to drive end-to-end improvements and ensure world-class support throughout the customer journey. You will analyze feedback, map journeys, and partner with cross-functional teams to turn insights into actions that elevate satisfaction.

The role demands 3+ years in CX or related roles, proficiency with Salesforce and CX tools, strong communication, and the ability to influence stakeholders across levels.

Qualifications

• 3+ years of experience in customer experience, customer success, or a related customer-facing role.
• Experience using CRM platforms (Salesforce) and customer feedback tools.
• Excellent communication and stakeholder management across multiple organizational levels.
• Bachelor's degree in Business, Marketing, Communications, or a related field.

Responsibilities

• Analyze customer feedback, satisfaction data, and journey maps to identify improvement opportunities and drive actionable insights
• Coordinate cross-functional initiatives to resolve customer pain points and enhance the overall experience
• Develop and maintain customer experience metrics, dashboards, and reporting to track performance against KPIs
• Serve as the voice of the customer internally, advocating for customer‑centric decisions across teams
• Support the design and implementation of new processes, tools, and communication strategies that elevate customer satisfaction

Skills

Customer experience

Cross-functional collaboration

Analytical skills

Communication skills

Stakeholder management

Education

Bachelor's degree in Business/Marketing/Communications

Tools

Salesforce

Power BI

Tableau

Job description

Are you passionate about creating seamless customer journeys and turning every interaction into an opportunity to build lasting relationships? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new Customer Experience Specialist, you will be driving end-to-end customer experience improvements that ensure our customers receive world-class support and engagement throughout their journey with Grundfos. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

What you will be doing

As a key part of the Customer Experience team, you'll create impact by Shaping how customers perceive and interact with Grundfos by identifying pain points, streamlining processes, and championing the voice of the customer across the organization.

Your main responsibilities include:

• Analyze customer feedback, satisfaction data, and journey maps to identify improvement opportunities and drive actionable insights
• Coordinate cross-functional initiatives to resolve customer pain points and enhance the overall experience
• Develop and maintain customer experience metrics, dashboards, and reporting to track performance against KPIs
• Serve as the voice of the customer internally, advocating for customer‑centric decisions across teams
• Support the design and implementation of new processes, tools, and communication strategies that elevate customer satisfaction

What makes you a great fit

Above all, you are a customer‑centric professional with strong analytical skills, a talent for cross‑functional collaboration, and a genuine drive to improve every touchpoint in the customer journey. We would also imagine that you have:

• 3+ years of experience in customer experience, customer success, or a related customer‑facing role
• Strong analytical skills with experience using CRM platforms (e.g., Salesforce) and customer feedback tools
• Excellent communication and stakeholder management skills across multiple organizational levels
• Bachelor's degree in Business, Marketing, Communications, or a related field

It is a plus if you also:

• Experience with customer journey mapping methodologies and CX frameworks such as NPS, CSAT, or CES
• Background in B2B or industrial/manufacturing environments
• Familiarity with data visualization tools such as Power BI or Tableau

Why you will love working here

We care! Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well‑being activities.
• Three days' additional paid leave for volunteering in your community.
• Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.

We are inclusive! Celebrating and valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds.

The salary range for this position is $ 73,000.00 - $102,400.00. Individual pay will be determined based on market location and the candidate’s profile. The range listed is just one component of the total compensation and benefits package for employees. Total compensation includes paid time off, paid holidays, merit increases, bonuses, and employee stock purchase programs, etc. The salary rates are benchmarked and reflect the target for new hire salaries for the position in this region.

Job Location: Brockville, Ontario, Canada

Grundfos is one of the world’s leading water technology companies with more than 19.000 employees in 60+ countries all over the world. Our skills commit us to pioneering solutions to the world’s water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.

An inclusive team

We believe that the key to a work environment, where employees thrive and grow, is our ability to celebrate and value our differences in background, experiences and perspectives. In our recruitment process we welcome all professional people without consideration of age, colour, gender identity, national origin, physical or mental disability, ethnicity or religion.