Job Description

Enhance the effectiveness of Structured’s Sales team by contributing to strategic initiatives aimed at driving customer satisfaction, retention, and business growth. Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets and providing information security and governance. Structured has an immediate on-site opening in Clackamas, Oregon for a Customer Success Specialist that is responsible for enhancing the effectiveness of Structured’s Sales team by ensuring an exceptional customer experience. This position focuses on managing customer inquiries with a proactive approach, facilitating clear and effective communication, resolving issues promptly, and delivering timely and accurate reporting. Leveraging Structured’s Customer Relationship Management (SFDC), service delivery tools and intelligence platforms (Power BI), the Customer Success Specialist ensures seamless collaboration between customers and internal teams. (Must be able to work on-site in Clackamas, Oregon Monday-Friday from 8:00 a.m. to 5:00 p.m.) Essential Duties and Responsibilities : Serves as the central point of contact between account executives, internal teams, and customers, facilitating clear communication and seamless collaboration. Consistently represents the organization with a professional and approachable demeanor, reflecting organizational values. Contributes to strategic initiatives that enhance customer satisfaction, retention, and overall business growth. Proactively communicates with clients to address concerns, anticipate needs, and provide regular updates on order statuses, project progress, and upcoming engagements. Identifies and resolves issues related to products, services, or deliveries; escalates complex matters to team leads or account executives as necessary while maintaining regular communication with all parties involved. Actively supports project execution by managing specific components as assigned by team leads, ensuring deadlines are met and deliverables are achieved. Oversees the complete order process, from initial receipt to fulfillment, ensuring that all documentation is accurate and that handoffs between teams are seamless; proactively communicates with customers to establish realistic timelines and manage expectations throughout the delivery process. Develops and presents tailored customer reports, including performance dashboards, usage metrics, and account-specific updates. Provides regular reports to internal teams, offering insights into project statuses, KPIs, and trends in order management, customer engagement, and renewal opportunities. Identifies upsell and renewal opportunities through analysis of customer engagement patterns, collaborating with sales teams to drive revenue growth. Leverages analytics tools to interpret data trends, recommend actionable solutions, and enhance customer experiences and operational efficiency. Coordinates and supports meetings by preparing agendas, documenting key takeaways, and following up on action items and project tasks. Follows established policies and procedures for tracking activities in CRM and service delivery tools. Performs other tasks as assigned to support the success of the team and organization. Champions and upholds exceptional customer service standards to ensure a positive experience for all stakeholders. Continuously maintains and expands product and application knowledge to meet customer and business needs. Demonstrates strong interpersonal skills to effectively communicate, foster, and sustain relationships with internal teams, current customers, and prospective customers. Navigates and addresses complex demands from internal stakeholders and external customers with professionalism and efficiency. Exhibits outstanding organizational and time management skills, with meticulous attention to detail. Leverages expertise in project management, project scoping, troubleshooting, problem resolution and documentation, to deliver successful outcomes. Education and Experience: High School Diploma or GED plus 5 years related experience and or training; or equivalent combination of education and experience in the customer service area. Knowledge of fundamental principles and processes for providing personal services and a customary understanding of order processing and data entry procedures are a plus. Working knowledge of Sage 100 and familiarity with Salesforce (or other CRM tools) is preferred. Experience with technology-driven intelligence tools or platforms such as Power BI is preferred. General Office Computer Skills: Successful performance in this role requires proficiency in Microsoft 0365 Suite and experience with customer relationship management (CRM) platforms, service delivery tools, and technology-driven intelligence tools or platforms, such as Power BI. Language Skills : Ability to read, analyze, and interpret quotes and reports, as well as effectively communicate and present information to employees, management, vendors, and customers, including responding to inquiries with clarity and professionalism. Physical Requirements : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position involves work that is primarily sedentary in nature, typically performed in an office environment. However, it may include: Frequent standing, walking, talking, and hearing to engage with team members and complete tasks effectively. Regular use of phones, computers, and other standard office equipment to perform daily responsibilities. Occasional lifting and/or moving of items weighing up to fifty (50) pounds, as needed to support job functions. Working Conditions : The working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Most of the work is performed within a typical office environment with access to standard office equipment. The workspace is generally well lit, with moderate lighting and temperature conditions. A valid driver’s license and motor vehicle insurance (meeting or exceeding state minimum coverage requirements) are required for this role. This position may occasionally necessitate an adjusted work schedule, including evening hours, weekends, and holidays, to meet customer or vendor needs, support monthly, quarterly, and year-end close processes, or address other critical business requirements. Compensation Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training. Obtaining industry based certifications is highly encouraged.

• **We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas.***
• Structured is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.

#J-18808-Ljbffr Structured Communication Systems Inc

Job Tags

Temporary work, Work at office, Immediate start, Visa sponsorship, Monday to Friday, Afternoon shift,

Similar Jobs