Customer Success Representative I

Inductive Automation • Folsom, CA

8d • $55,000 - $62,000

About The Position

The Customer Success Representative I is responsible for acting as a critical bridge between the Customer Success team and Support Division to address customer needs. This role proactively facilitates Support Plan renewals, engages with new customers to ensure access to necessary resources, and follows up with customers who have recently purchased software without a Support Plan. Beyond direct outreach, they support the team through spreadsheet projects and cross-functional collaboration.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred
• 1-2 years of experience in customer service, sales, or customer facing role
• Experience with CRM systems, Zendesk and/or HubSpot preferred
• Familiarity with using Microsoft Excel
• 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

Responsibilities

• Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans
• 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
• Adhering to 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
• Soliciting existing customers to serve as verbal and/or site tour references for potential new customers
• 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
• Guiding new customers through the onboarding process, ensuring they understand the resources available to them
• Providing support for spreadsheet projects for the Customer Success team

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level