Customer Success Representative

Customer Success Representative

Job Summary:

Join our motivated and collaborative Revenue Team! We’re searching for an energetic, customer-oriented
individual to fill the role of Customer Success Representative. In this crucial position, you’ll play a key role in enhancing customer satisfaction and loyalty, all while actively working to broaden our customer base and boost revenue. Ideal for someone who thrives in building impactful relationships, uncovering growth opportunities, and ensuring our customers are making the most out of our woven wire products and are delighted with every interaction. If you’re eager to contribute to an energetic team setting, we want to hear from you.

Key Responsibilities:

  • Relationship Building: Establish and maintain strong, long-lasting relationships with customers. Act as the primary point of contact for customers while ensuring they are delighted at every touchpoint.
  • Account Growth and Management: Manage and nurture a portfolio of existing Woven Wire and Filtration accounts. Identify and pursue opportunities for account growth through upselling, cross-selling, and renewals. Develop strategies to retain and expand the customer base.
  • Customer Onboarding and Support: Guide new customers through the onboarding process, ensuring they understand how to utilize our products or services effectively. Provide ongoing support, addressing any product-related queries and resolving issues to ensure a high level of customer delight. Additionally, this role will be responsible in creating and improving the transition of new customers from sales accounts to long-term customer success, ensuring that this transition is seamless.
  • Strategic Planning: Analyze customer feedback to identify opportunities for product or service improvements. Work collaboratively as an active member of the Revenue Team to enhance the customer experience and address any gaps in service.
  • Sales and Revenue Targets: Meet or exceed sales targets by effectively managing accounts and identifying new sales opportunities. Accurately forecast Monthly/Quarterly expected revenue from current customers, negotiate contracts, and close deals to drive company revenue.
  • Content Creation: Actively participate in creating educational and engaging content, such as blog posts and videos, to support our inbound and outbound marketing efforts. We see ourselves as the trusted voice and believe in educating and teaching our customers as best as possible.
  • Customer Visits: Conduct annual visits to our top customers to strengthen relationships and gain deeper insights into their needs and feedback. (This can be online or in person)
  • Feedback Loop: Serve as the voice of the customer within the organization. Regularly collect and analyze customer feedback/surveys to inform product development and service enhancements. This role is integral to our commitment to customer success and revenue growth. As a key member of our Revenue Team, the Customer Success Representative will play a crucial role in shaping our approach to customer engagement and continues delight.

Skills and Qualifications:

  • Bachelor’s degree in Business Administration, Marketing, or a related field.
  • Proven experience in customer service, sales, account management, or a related role.
  • Proficiency in CRM software and the Microsoft Office Suite is essential. Familiarity with Hubspot and Sage is a plus.
  • Strong interpersonal and relationship-building skills.
  • Excellent communication and negotiation abilities.
  • Ability to analyze data, understand market trends, and develop strategies for growth.
  • Highly organized with an aptitude for problem-solving.
  • A passion for customer success and a commitment to achieving sales goals.
  • Applicants should have a talent for living in the solution – eager to proactively address problems by proposing actionable solutions and willingly taking responsibility for their actions.
  • Knowledge of inbound marketing.

Compensation and Benefits:

  • 401 (K)
  • Dental Insurance
  • Vision Insurance
  • Short-term long-term disability
  • Health Insurance
  • Option of HSA or FSA plan
  • Life Insurance with supplemental opportunities
  • Paid time off
  • Referral program
  • Annual bonus
  • Shift pay premium
  • 10 Paid holidays

About W.S. Tyler:

At W.S. Tyler, our people are the cornerstone of the company’s success. Joining the W.S. Tyler team means more than just working for a leading woven wire manufacturer – it means becoming part of a dedicated family committed to building a cleaner and safer world for future generations. As a member of our family, your growth, development, and well-being will always be our top priority as you progress in your career with us.

We are dedicated to building strong and enduring relationships with our customers, distributors, and suppliers. We collaborate closely with our partners to understand their needs and challenges, working together to provide innovative solutions that enhance safety and promote healthier lifestyles for end-users. Our dedication to cultivating these relationships enables us to solve complex problems and achieve shared success.

With over 150 years of experience in engineering wire mesh solutions, we’ve honed our craft and expertise. However, our journey towards excellence is ongoing. We remain committed to continuous learning and improvement, ensuring the accuracy and precision of our products.

So, if you’re looking to be a part of a safe, healthy and inclusive working environment where employees are empowered to learn, grow and thrive, W.S. Tyler offers the ideal opportunity.

Our Behaviors:

At W.S. Tyler, we encourage our team to embody behaviors such as living in the solution, being self-aware, prioritizing “we” before “me” and viewing feedback as a gift, while striving to get 1% better every day and creating delight.

Our Values:

At W.S. Tyler, we believe in making lives safer, making knowledge available, making things easier, bringing people together, and always getting better.

How to apply:

Submit your resume along with a cover letter detailing your experience and why you are the perfect fit for this role. We look forward to hearing how you can contribute to our team’s success.