Customer Success Specialist (Outside)

Job Summary:

In this role, responsible for managing and nurturing existing client relationships to ensure satisfaction, retention, and growth within assigned accounts. This role focuses exclusively on maintaining current customer business, serving as the primary point of contact for all service, product, and account-related needs, and working collaboratively with internal teams to deliver exceptional service.

KEY RESPONSIBILITIES

Account Management & Retention

- Serve as the primary contact for an assigned portfolio of existing customers.

- Proactively manage customer relationships to ensure satisfaction, loyalty, and long-term retention.

- Conduct regular on-site visits and account reviews to assess needs and address any issues.

- Respond promptly to customer inquiries, resolve complaints, and provide ongoing support.

- Monitor account activity, product usage, and purchasing patterns to anticipate customer needs.

Service & Support Coordination

- Coordinate with internal teams (operations, logistics, billing, technical support) to ensure timely and accurate delivery of products/services.

- Communicate updates, policy changes, and new service offerings relevant to existing customers.

- Ensure contracts, pricing, and agreements are up-to-date and consistent with company policies.

Customer Growth (Within Existing Accounts)

- Identify and recommend additional products, services, or programs that benefit current customers.

- Support renewal efforts for contracts or service agreements to secure long-term partnerships.

- Work with marketing and product teams to bring tailored solutions to existing accounts.

- Generate key customer business reviews on a planned interval to assess performance, address concerns, and identify opportunities for improvement.

- Collaborate with sales and account management teams to develop action plans based on customer feedback and insights.

Reporting & Administration

- Maintain accurate records of customer interactions, visits, and account plans within the CRM system.

- Provide management with account status reports, retention metrics, and customer feedback.

- Track and report on customer satisfaction and retention goals.

What You'll Bring to the Table:

- A knack for improving processes, with a strong ability to define and implement policies that streamline operations.

- Excellent organizational and multitasking skills, with an eye for detail.

- Strong communication skills and the ability to collaborate effectively across departments.

- Proficiency in managing sales data and generating reports, with a good understanding of sales metrics.

- Ability to handle administrative tasks efficiently, ensuring everything runs smoothly behind the scenes.

- Experience with CRM systems, Microsoft Office Suite (especially Excel), and order processing software is a plus.

Preferred Qualifications:

- Bachelor’s degree in Business Administration, Sales & Marketing, or related field.

- 2 – 4 years of experience in sales, sales support, or a customer service role in a fast-paced environment.

- Proven experience in process improvement and the implementation of new procedures.

- Customer service experience is a plus.

Why You’ll Love Working Here:

- We are a forward-thinking team, constantly evolving to stay at the top of our game.

- You’ll have the opportunity to influence change, help build out our sales processes, and contribute to the company’s overall success.

- We foster a collaborative and inclusive work environment where every team member’s contribution is valued.

- Competitive salary, benefits package, and opportunities for professional growth.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EEO Statement

Senergy Petroleum is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, veteran status, or any other characteristic protected by applicable law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.