Customer Success Specialist

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

PURPOSE/SCOPE:

• Work strategically with Tennant's robotics customers to drive adoption and help them realize the full realized benefits of their Tennant products and the Tennant ecosystem

• Develop expertise in customer-specific verticals to help establish effective product adoption

• Provide a best in class customer experience to ensure customer robotic usage, expansion, retention, and growth

• Enable sales representatives to efficiently and effectively deploy and onboard new robots in the field

• Drive ongoing customer engagement with active participation in customer specific strategic business initiatives related to automation adoption

• Collaborate with Field Operations, Sales, Strategic Accounts, Field Service, Distribution, and Product Management leadership to advocate for customers' needs and ensure Customer Success priorities are aligned and prioritized

GENERAL RESPONISIBILITIES:

• Work closely with customers, primarily by phone, email, and video conference, to drive adoption, expansion and retention of Tennant products and consult on productivity best practices

• Maintain a cadence of communication with customers about their adoption trends, engagement with the product, and discovering opportunities for deeper engagement

• Work cross-functionally to efficiently address customer concerns and help maintain highest level of customer satisfaction to ensure customer retention

• Ensure sales representatives are equipped with appropriate resources and training to meet their customers' needs; gather feedback from the field for continual improvement of sales resources and processes

• Drive insights through analytics (Excel, PowerBI), utilizing telemetry data to monitor customer productivity and identify potential obstacles to adoption and opportunities for improvement

• Execute on initiatives and programs designed to increase levels of customer retention and satisfaction, service excellence, and optimizing business processes and operations

• Manage multiple accounts and support a large field sales and service org. simultaneously while prioritizing various projects and interests appropriately

• Document and update relevant customer data in CRM and other internal databases

• Some travel may be required for customer site visits, business reviews with customers, and sales support

REQUIRED EXPERIENCE & EDUCATION:

• Bachelor's Degree required

• 3 -5 years of overall business experience, to include:

• Minimum of 2+ years of experience in customer-facing support or sales

• Previous experience in robotics and/or SaaS preferred

• Proficient in Microsoft Office, especially Excel and PowerPoint

• Strong verbal and written communication, organizational, and time management skills

• Strong problem-solving capabilities, strong sense of responsibility and self-motivation, and ability to work in a team environment

• Knowledge of best practices in account management, upselling and retention

• Strong relationship building skills and ability to build rapport with customers and key internal and external business partners

Begin your journey with us. Let's reinvent how the world cleans.

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, age, military service, pregnancy, sexual orientation, genetic information (including family medical history), marital status, gender identity or expression, parental status, political or any other non-merit based factors protected by state or federal law or local ordinance.

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Nearest Major Market: Minneapolis

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