Customer Success Advocate - Kendall Electric

Kendall Electric Inc; Conshohocken (Montgomery County); On-site; USD 50,000 - 65,000; Full time

Job summary

Kendall Electric, a 100% employee-owned company, is looking for a Customer Success Advocate to enhance customer interactions and drive account growth in a dynamic B2B SaaS environment. This mid-senior level role involves managing post-sale activities and advocating for optimal customer experiences, offering a chance to contribute significantly to client satisfaction and company success.

Qualifications

• 3 years’ experience in a customer success related role at a B2B SaaS company.
• Proficient with Microsoft Office suite.
• Highly organized and detail-oriented.

Responsibilities

• Responsible for all post-sale activities as part of the customers' journey.
• Identify and lead opportunities for account growth within managed accounts.
• Monitor customer usage data and translate them into strategies for success.

Skills

Service Excellence

Accountability and responsibility

Teamwork and collaboration

Communication Skills

Time Management

Education

Bachelor’s degree

Tools

Microsoft Office suite

Job description

Customer Success Advocate - Kendall Electric

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Customer Success Advocate - Kendall Electric

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About The Kendall Group

Kendall Electric, a division of The Kendall Group, seeks a talented, creative, self-motivated individual for our Customer Success Advocate position. The Kendall Group is comprised of seven divisions with 75+ locations in eleven states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fittings products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Customer Success Advocate

About The Kendall Group

Kendall Electric, a division of The Kendall Group, seeks a talented, creative, self-motivated individual for our Customer Success Advocate position. The Kendall Group is comprised of seven divisions with 75+ locations in eleven states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fittings products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Why The Kendall Group?

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you’ll have opportunities to learn and grow while being coached and mentored along the way. We’re that company where people stay! We’re proud to say that more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you’ll work alongside incredible people who care about your success.

Role Summary:

Reporting to the Solution Consultants Manager, the Customer Success Advocate is a key member of the Contract Sales Team. The person in this role will function as the bridge between our sales team and the customer, advocating for the customers desired goals, and promoting value through the customer experience. You will work closely with sales, marketing, product management, and engineering to ensure that our solution is delivered successfully.

Exciting work you will do:

The essential duties and responsibilities of the Customer Success Advocate will consist of, but are not limited to, the following:

• Responsible for all post-sale activities as part of the customers' journey, including initial onboarding, social strategy, and Quarterly Business Reviews
• Identify and lead opportunities for account growth within your managed accounts
• Ensure customers derive maximum value from their Kendall Service Agreements (KSA), utilize all of their entitlements, and collaborate with other Kendall Electric stakeholder teams to ensure adoption
• Monitor customer usage data and health indicators, translating them into strategies for success
• Develop an understanding of typical business challenges faced by customers and appropriately map KSA features and associated business benefits to address their needs
• Become the "voice of the customer", working with the sales team to adjust and add future entitlements, and help build the KSA future roadmap
• Work to identify and/or develop contract expansion opportunities
• Manage customer account escalations and advocate for the customer cross-departmentally
• Work closely with the customer to define and monitor success criteria metrics while maintaining overall responsibility for the best interests of the company
• Other duties as assigned
  
  

Competencies you possess:

• Service Excellence
• Results, Action Oriented
• Accountability and responsibility
• Teamwork and collaboration
• Priority Setting
• Planning and organizing
• Presentation Skills
• Time Management
• Establishing Relationships
• Process Management
  
  

What you’ll need:

• Work Experience: 3 years’ experience in a customer success related role at a B2B SaaS company
• Education: Bachelor’s degree
• Analytics/Computer Skills: Proficient with Microsoft Office suite
• Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environment
• Cross-functional skills: Experience working cross-functionally with solution consultants, sales, marketing, project managers, external vendors, and customers; experience with problem solving in a customer engagement environment
• Communication Skills: Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner; experience working with brand image and promoting value through customer experience
• Physical, Mental and Visual Skills: 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 disability to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee must be able to sit for up to 8 hours per day.
• Physical Environment: Normal office environment
• Travel: Up to 25% travel
  
  

Skills we prefer but don’t require:

• Work Experience: 3 years’ experience as a Customer Success Manager; exposure to Industrial Manufacturing
• Analytics/Computer Skills: Experience with customer success platforms
  
  

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitals and Health Care, Non-profit Organizations, and Government Administration

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