Job Information
Symmons Industries Customer Success Associate in Braintree, Massachusetts
Overview
Symmons Evolution is a fast-growing technology platform that is changing the way buildings operate. We are looking for an energetic, entrepreneurial minded individual to join our team and help us scale our technology to thousands of new buildings across North America. The Customer Success Associate will support our customers to help the Evolution team scale our technology platform to be a profitable, multi-million-dollar business within 2-5 years.
Responsibilities
Provide potential and existing customers with exceptional and delightful experience.
Assist operational support to streamline growing processes as business scales.
Remote Customer Training (via Zoom / Teams) on Evolution building management hardware, sensors and customer facing UI.
Identify customer needs, respond to customer queries, and cross-collaborate with internal departments and partners to optimize the customer experience.
Support new and existing customers by serving as primary end-to-end Evolution contact for on-boarding, training, product fulfillment, and renewal.
Establish customer service policies and standard operating procedures.
Provide high-level technical and product support to increase product adoption.
Identify, use, and adjust metrics like churn rate, customer retention cost (CRC) and expansion percentage.
Work closely with the Evolution team across all levels (CEO, Director of Product, Engineering, Marketing, Sales, and Operations).
Coordinate and manage some outside service providers including but not limited to software development, suppliers of hardware, 24/7 call center.
Ability to travel up to 10% as required with possible overnight stays.
Qualifications
Bachelor’s Degree Required
Strong ability to empathize with and service customers
1+ years of Customer Success Associate/ Account Management experience or related roles preferred
Knowledge of best practices in customer service and retention
Strong written and verbal communication
Strong aptitude for technical software products
Must be decisive, iterative, and agile in the face of imperfect data
Works well in a changing environment and can pivot and redirect as the needs of the business grow and change
Comfortable with learning about new software technology / tech savvy – has ability to teach and show others how to use new software
Able to multi-task and is comfortable taking on additional responsibilities as required
Committed to a culture of creativity, transparency and failing fast – not afraid to try new things, learn and keep moving forward!
Self-motivated and willing to ask clarifying questions and challenge the team
In 1939, Paul Symmons advanced the plumbing industry by inventing the first anti-scald, pressure-balancing valve. Eighty years later his legacy lives on through the Temptrol® valve, which is still made right here in the USA.
While the vision of Paul Symmons is never out of sight, we’re constantly pressing forward, challenging ourselves and the industry to be better… to do better. As we design and redesign the minute details, we’re also conscious of the bigger things, like water conservation, and energy reduction, and global impact.
That’s what we do here at Symmons – we make things right.
Headquartered in Braintree, MA, Symmons is a privately held company with regional sales offices and local representatives located throughout the United States and Canada. For more information, please visit www.symmons.com.
Symmons offers a competitive compensation package including excellent benefits and a 401k plan with 100% match up to the first 6% of eligible wages with immediate vesting.
Please submit your application/resume at: https://careers-symmons.icims.com
Job ID2023-1490
CategoryEvolution
TypeRegular Full-Time
Job LocationUS-MA-Braintree