Customer Success Associate - Symmons Industries

Overview

At Symmons we are dedicated to delivering excellence in every aspect of our business. Our success is driven by our commitment to our core values: being customer-focused, embracing a can-do attitude, demonstrating resilience, and always striving to win as a team. We believe in fostering a positive and collaborative work environment where every team member can thrive and contribute to our shared goals.

We are seeking a dynamic and motivated Customer Success Associate to join our team. In this role, you will play a crucial part in helping us achieve our mission by putting our core values into action every day. If you are passionate about providing exceptional service, thrive in a fast-paced environment, and are ready to make a significant impact, we want to hear from you!

The Customer Success Associate will support Symmons Evolution which is a fast-growing IoT technology platform that is changing the way buildings operate. Business has rapidly accelerated, and we have won recent industry leading awards in Sustainability and Innovation. 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 multi-million-dollar business in thousands of facilities within 2-5 years.

Responsibilities

• Assist in building and maintaining customer relationships, focusing on product adoption, satisfaction, and retention.
• Assist operational support to streamline growing processes and integrations 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 support 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/Business Development/ Account Management experience or related roles preferred
• Knowledge of best practices in customer support and retention
• Strong written and verbal communication
• Strong aptitude for technical software products (firmware/software)
• 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.

If you are ready to bring your passion, skills, and can-do attitude to Symmons, we invite you to apply for this exciting opportunity. Please submit your application/resume at: https://careers-symmons.icims.com