Customer Success Specialist - Performance Systems Integration LLC

Title: Customer Success Specialist

We are seeking a Customer Success Specialist to join our team! In this role, you will be responsible for overseeing inspection and repair report submissions, ensuring compliance with applicable regulations, and proactively supporting customer requests and engagements. This position ensures that our customers receive timely and accurate reports while also assisting in the continuous improvement of our inspection reporting processes.

As part of ensuring customer success, it is required to know and understand the regions you serve and specific customer needs. In addition, you will perform administrative support responsibilities outside of the inspection reporting duties as defined by the customer and/or account team.

Location: Open to filling this position in one of the following cities: Portland, OR, Milton, WA, Spokane, WA, or Rocklin, CA. A flexible, hybrid schedule option is available after successful completion of training. You can expect to work 1-2 days remotely and 3-4 days in the office each week.

Hourly pay: Ranges from $23-26/hour depending on applicable skills and experience.

In this role, you will be responsible for:

Reporting Management

• Submit inspection and repair reports to the appropriate Authority Having Jurisdiction (AHJ).
• Maintain a list of contacts and reporting requirements for all AHJs in the areas serviced by the company.
• Contact new AHJs to gather contact information and reporting requirements as the company continues to expand services.
• Communicate with Operations leadership to ensure Inspection Technicians submit accurate and timely reports.
• Create and update accounts, contacts, and buildings in the Building Reports platform.
• Coordinate with HR, Operations Management, and the Director of Training to ensure technician certifications are up to date in compliance systems.
• Assist customers in navigating inspection reports on the BuildingReports or ServiceTrade platforms.

• Run comparison generators to account for additions and subtractions to devices tested under regulatory requirements.
• Convert inspection reports into the appropriate reporting structure.
• Create and distribute required inspection binders on time, meeting accreditation standards.
• Work with sales and inspection staff to ensure required healthcare inspection reports are completed and reported within proper cycles.

Sales Booking Intake

• Enter all new and renewed inspection agreements into Salesforce, ServiceTrade, and Sage to ensure accurate and complete data across the tech stack.
• Identify and resolve gaps in sales-provided setup information.
• Determine the appropriate account setup structure for new customer system setups.
• Set up new account information within the identified structure, including service agreements, schedules, pricing structure, and locations.
• Review, maintain, and update existing customer account information as needed.
• Communicate changes to customer setup and/or terms, conditions, pricing, and locations.
• Welcome customers to PSI within 48 hours of receiving a complete turnover package from sales.
• Attend customer kickoff or onboarding calls as appropriate.
• Assist internal departments with updating, canceling, and changing account information and pricing across the stack.
• Document customer billing requirements in the system and communicate them to internal teams (coordination, operations, revenue operations, service estimators).
• Review and audit existing customer changes and process issues.
• Create billing instructions for new customers.
• Minimize or eliminate data errors for customer contacts and billing information.

Customer Portfolio & Inbound Support Management (as specified)

• Be assigned a region and customer portfolio and take ownership of customer feedback and support requests that do not currently have an owner.
• Manage inbound customer needs, ensuring that requests requiring a response are handled efficiently, even when they don’t align with existing department support structures.
• Engage the appropriate team members within the organization to resolve the customer’s request and communicate back to the customer in a timely manner.
• Act as a project manager for inbound customer support, ensuring that all actions required to meet the customer’s needs are completed.
• Build and maintain strong relationships with assigned customers, ensuring proactive follow-ups and support.
• Be accountable for the retention of customers within your portfolio, acting as their advocate within the organization to ensure their ongoing satisfaction.

What we are looking for:

• Experience: One or more years of office administration experience. Administrative experience in the fire life safety industry is a plus.
• Skills:
  • Excellent verbal and written communication skills with a customer service mindset.
  • Proven ability to work with ERP software for creating work orders, invoices, or reports.
  • Proficiency in Office 365, including Word, Excel, Outlook, OneDrive, and OneNote (SharePoint experience is a plus).
  • Ability to multi-task, problem-solve, and adapt to change in a fast-paced environment.
  • Strong ability to work independently and as part of a team.
  • Demonstrated problem-solving skills with a high level of interpersonal savvy and approachability.

The above statements describe the general nature and level of work for this job and do not list all responsibilities, duties, and skills required. The incumbent may be expected to perform other duties as assigned.