Customer Success Specialist - Hybrid

　　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.