Customer Success Specialist

IMI; Pittsburgh (Allegheny County); Remote; USD 70,000 - 90,000; Full time

Job summary

Join a leading company as a Customer Success Specialist, where you will support and enhance customer relationships, driving satisfaction and opportunities. This remote position emphasizes proactive engagement with customers, ensuring they are well-informed and valued. Ideal candidates will have a consultative mindset and experience in customer support, aiming to foster long-term partnerships and business growth.

Benefits

401(k)

Health insurance

Paid time off

Tuition assistance

Dental insurance

Vision insurance

Qualifications

• 3+ years of experience in customer support or related role.
• Experience with commercial customers or fleets is a plus.
• Consultative skills and strong relationship-building abilities.

Responsibilities

• Build and maintain long-term customer relationships.
• Educate customers about product features and best practices.
• Identify growth opportunities within existing accounts.

Skills

Consultative approach

Strong communication

Empathetic mindset

Organizational skills

Multitasking skills

Education

High school diploma

Some college or Associate’s degree

Tools

MS Office (PowerPoint, Word, Excel)

Job description

Join to apply for the Customer Success Specialist role at IMI

Join to apply for the Customer Success Specialist role at IMI

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Tuition assistance
• Dental insurance
• Vision insurance
  
  
  

Purpose: The Customer Success Specialist plays a key role in supporting customer relationships, driving satisfaction, and identifying opportunities to enhance customer engagement and growth. This role will engage with existing customers through proactive outreach, offering education, support, and solutions to strengthen partnerships and increase product adoption. While not labeled as a sales position, this individual will work closely with sales and is responsible for contributing to business growth by serving as a trusted resource for customers.

General Expectations: Adhere to and demonstrate IMI’s Core Values.

• Drive: Make things happen. Don’t wait for things to happen.
• Grit: Get back up. Don’t quit.
• Humility: Check your ego at the door. Don’t be arrogant.
• Others First: This “we” over “me.” Don’t be selfish.
• Joy: Take a positive approach. Don’t kill the vibe.
  
  
  

Core Responsibilities:

Customer Engagement & Support

• Build and maintain strong, long-term relationships with existing customers through proactive communication via phone, email, and chat.
• Educate customers on product updates, features, and best practices to maximize value and satisfaction.
• Assist customers with placing orders, tracking shipments, managing returns, and resolving inquiries in a timely, professional manner.
• Work cross-functionally with Customer Service, Marketing, and Sales teams to provide seamless support.
• Document and escalate customer feedback, trends, and improvement opportunities.
  
  
  

Customer Growth & Development

• Identify opportunities within existing accounts to expand product usage and improve ROI.
• Execute customer outreach strategies to create demand at the fleet level and strengthen partnerships with distributors and dealers.
• Support campaigns developed by the Marketing team to enhance loyalty and drive adoption of new solutions.
• Provide virtual product training and demonstrations through PowerPoint presentations and webinars as needed.
  
  
  

Administrative & Process Support

• Accurately enter and manage customer orders and account details in NetSuite (CRM System).
• Create cases for customer issues, collaborating with internal teams to resolve them.
• Track and report customer engagement activities and growth metrics.
  
  
  

Qualifications:

Education & Experience

• High school diploma required; some college or Associate’s degree preferred.
• 3+ years of experience in customer support, inside sales, or a related business operations role.
• Experience working with commercial customers, distributors, or fleets is a plus.
  
  
  

Skills & Attributes

• Consultative approach with strong questioning skills.
• Strong communication and interpersonal skills with demonstrated success in prospecting, building and nurturing strong relationships with various customer types.
• Empathetic, solution-oriented mindset with the ability to listen actively and resolve concerns.
• Proficiency in MS Office (PowerPoint and Word required; Excel a plus).
• Self-motivated and detail-oriented with strong organizational and multitasking skills.
• Collaborative team player who thrives in customer-focused environment.
  
  
  

This is a remote position.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Truck Transportation

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