Customer Success Representative II

Inductive Automation LLC; United States; Hybride; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health insurance

Paid Time Off

401k with Match

World-Class Headquarters: On-site, by-

Adjacent Nature Reserve

Résumé du poste

Inductive Automation LLC in the United States is seeking a Customer Success Representative II to guide clients post-sale, renew support plans, and coordinate with cross-functional teams to ensure high satisfaction and retention. This full-time position offers remote, hybrid, or on-site opportunities, emphasizing proactive engagement and clear communication.

You will manage renewals, issue quotes, track metrics, and keep CRM records up to date while collaborating with sales, support, and product

Qualifications

• Bachelor's degree preferred but not required.
• 2+ years in customer service, sales, or customer-facing role.
• Experience with CRM systems such as Zendesk and/or HubSpot.
• Strong interpersonal skills and ability to build rapport with customers.
• Proactive problem-solving mindset and patience with inquiries.
• Capability to multitask and manage priorities effectively.

Responsabilités

• Facilitate communication between Customer Success and Support Services to address plan inquiries.
• Educate customers on Support Plan options and help select the best plan.
• Generate quotes for new and renewal Support Plans and ensure timely delivery.
• Proactive outreach on renewals via email and phone.
• Leverage product knowledge to enhance customer engagements.
• Implement processes delivering consistent satisfaction and retention.
• Coordinate with internal teams to secure needed resources for customers.
• Capture customer feedback to inform internal stakeholders.
• Handle issues with professionalism, offering swift resolutions.
• Maintain accurate records of interactions and support tickets in CRM.

Connaissances

Customer communication

Problem solving

Relationship building

Organizational skills

Formation

Bachelor's degree

Outils

Zendesk

HubSpot

Description du poste

Job Description

The Customer Success Representative II acts as the customer's trusted advisor, providing guidance, support, and resources to help clients achieve their business goals throughout the post-sales lifecycle. The role is responsible for managing support plan renewals and calculations, tracking metrics, handling customer tickets, and coordinating across teams to ensure high levels of customer satisfaction and retention. This is a full-time position with remote, hybrid, or on-site opportunities available.

Responsibilities

• Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans

• Proactively educating customers on various Support Plan options, effectively communicating the benefits of each and helping them select the best plan for their business needs

• Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers

• Conducting customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication

• Utilizing product knowledge, problem-solving skills and training to enhance customer engagements

• Implementing strategies and processes that deliver consistent customer satisfaction and retention

• Coordinating with internal teams to access additional resources and facilitate the solutions and tools needed by customers

• Delivering customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges

• Handling customer issues or complaints with professionalism and empathy, finding swift and effective resolutions and recommending best courses of action to maintain customer satisfaction and loyalty

• Maintaining accurate records of customer interactions, feedback, and support tickets in CRM or other relevant tools

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred but not required

• 2+ years of experience in customer service, sales, or customer facing role

• Experience with CRM systems, Zendesk and/or HubSpot preferred

• Strong interpersonal skills and the ability to build rapport and trust with customers

• Problem-solving abilities and a proactive attitude towards addressing customer needs and challenges

• Patience when dealing with customer inquiries or complaints

• Organizational skills and the ability to manage multiple tasks and priorities simultaneously

About Us

Who are we?

Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles, we create and deliver solutions that relieve pain points, bring efficiency to operations and optimize integration.

Why Choose Inductive Automation?

Our passion goes beyond customers. We celebrate your personal and professional milestones, and we support our teams with meaningful work in a collaborative environment.

We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. That's why diversity, fun, and flexibility are ingrained into our work culture.

The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development, or company and team activities are baked right into the schedule to keep us all engaged, connected, and prospering.

Benefits and Perks

• 100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance

• Paid Time Off: Receive paid holidays, vacation, and sick time

• 401k with Match: Save for the future with our company-matching 401k program

• World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball

• Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire

Additional Information

At this time, we are unable to offer employment for individuals located outside of the United States and/or those who require sponsorship for employment visa status (e.g., H-1B visa status). We know you've got a lot of options when seeking an employer where your skills and talents will shine, so we really appreciate that you considered us.

Inductive Automation, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, and status as a protected veteran or individual with a disability. Verification of US employment eligibility required.