Customer Success Coordinator

Command Alkon Birmingham , AL 35202

Posted 2 months ago

About Command Alkon

Command Alkon is bringing innovative technologies and systems to the concrete, asphalt and building materials industry globally. Our technology helps our customers improve the efficiency and quality of the foundation of where we live, work and play. What we do best is combine next-gen technologies with over 40 years of industry expertise. We are not a "here today; gone tomorrow" software company, we will be here for a long time and a good foundation for your career. like concrete.

This challenging customer centric role will provide for the necessary actions to protect and/or expand SaaS, Subscription and Maintenance Revenue for an assigned group of North American accounts. This assigned list of accounts will be regionally aligned and follow closely with the current FY20 North American Sales Map but will not include any currently assigned to an Enterprise or Regional Customer Success Manager. The Customer Success Coordinator "CSC" will be the primary point of contact for these regionally aligned accounts assuring that there is an understanding of what contracted products and services are being delivered and at what level of pricing and perceived value.

What You'll Do

  • Renewal Assurance: Maintain an annual CRM Opportunity with activities, tasks and notes maintained for actions or issues that would have impact on a successful renewal of our recurring revenue products (SaaS, Subscription and/or Maintenance Products).

  • Contract Renewal Notice Coordination: Proactively communicate the delivery of SaaS, Subscription and/or Maintenance renewal notices. This communication would entail the scheduling of a telephone or video conference to discuss the details of pending contract invoices. These details could include price increases, previous year product adds that have affected the new contract totals, reconciliation of annual transaction usages and respond to questions or objections. All communication and coordination regarding these contract renewals will be documented in association with the applicable Renewal Assurance CRM Opportunity (activities, tasks and notes).

  • Expand Sales Opportunities:Identify sales leads for upsell during the Contract Renewal coordination process. This could be a license increase of an existing product, subscription, SaaS or an add-on module or product. The uncovered lead would be documented in CRM by way of the Customer Success lead referral process and assigned to the applicable Customer Success or Sales resource.

  • Sales Order Administration: Respond to sales support requests for add-on products and/or labor which could include creating preliminary proposal agreements, requests for final sales order agreements. These requests could come from NA sales managers, Customer Success representatives. These sales support documents would be associated with applicable CRM sales opportunities and documented by way of CRM activities, tasks and notes.

  • Opportunity Management: Manage to closure all opportunities that are quoted by the CSC.

What You'll Bring

  • Bachelor's degree from a 4 Year accredited University or equivalent experience in an industry-related, customer service, telemarketing or account management role.

  • 1 - 3 years' customer facing experience in Industry related operations, including, but not limited to management or sales experience within a heavy building materials operation. Experience in a Customer Success role will be considered as well.

  • Familiarity or experience in a Customer Service or Customer Success role.

  • Knowledge of CAI products.

Who You Are

  • Passion for serving customers

  • Relationship building

  • Proactive "can do" attitude

  • Outstanding communication skills

  • Good at resolving conflict

  • Strong leadership

Why work for Command Alkon?

Command Alkon, voted one of Birmingham's Best Places to Work in 2016, 2017 and 2018, is the global leader for over 40 years in integrated technology solutions for the concrete and heavy building materials industry because of the committed relationship we have with our employees and our customers. Headquartered in Birmingham, Alabama, Command Alkon has over 600 employees worldwide with offices in Kansas, Ohio, Illinois, Utah, Malaysia, Brazil, Canada, England, France, India and the Netherlands.

For more information about us and our products, visit http://www.commandalkon.com.

Command Alkon strives to be an employer of choice, offering a comprehensive benefit package that includes:

  • Employee Recognition Programs

  • Casual dress code

  • Generous family medical and dental insurance plans

  • Company-paid life insurance, short term disability and long term disability insurance

  • 401(k) Matching Program

  • Tuition Reimbursement Program

  • Free soft drinks and hot beverages

Find out more at http://www.commandalkon.com/careers/

Command Alkon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.


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Customer Success Coordinator

Command Alkon