Customer Success Specialist - REMOTE

Customer Success Specialist - REMOTE

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Stanley Black & Decker is a vibrant, diversified, global industrial company - a company of enduring substance since 1843 that is striving to be one of the most innovative and sustainable companies in the world. Our people are bold and agile, yet thoughtful and disciplined. With the ambition to inspire makers and innovators to create a more sustainable world. If you're seeking to bring your unique value and contribute to an inclusive, collaborative and purpose-driven culture that integrates performance excellence and innovation - join us.

Position Summary

The Customer Success Specialist maintains a focus on ourSTANLEY Managed Services portfolio. This individualpartners with customers to recommend solutions and optimize their existing STANLEY Managed Services portfolio. Relationship building and establishing clear lines of communication with external clients, technical team members and internal employees will be critical in this role.TheCustomer Success Specialistis the STANLEY Managed Services subject matter expert for the product and solution portfolio, possessing exceptional account management, presentation skills, sales engagement and customer retention efforts for STANLEY Managed Services and SaaS subscriptions. The goal of all initiatives is to align the customer with the right solution to drive continued engagement, ensure that customers achieve maximum satisfaction from the STANLEY Managed Services and SaaS solutions. TheCustomer Success Specialistwill monitor and adhere to all department SLAs and KPIs which will include response / resolution times, sales orders, upsell and retention goals.

This role is remote and can be based anywhere in the US.

Responsibilities

• Manage all relevant touch points with existing customers based on sales and marketing initiatives.
• Perform product demonstrations and SaaS solutions usability to introduce existing and prospective customers to STANLEY Managed Services and SaaS solutions.
• Hear beyond the customers' tactical request or problem, to guide them to a solution that leverages existing products or solutions.
• Sell additional services with the proper cost estimating of jobs to accurately determine expected gross margin.
• Continuously monitor customer account activity to ensure continued use and success of the existing solutions. Engage accounts that have low usage and activity in their solutions for better optimization.
• Troubleshoot customer problems and differentiate user error vs. valid technical issues.
• Escalate valid technical issues to the product team.
• Receive the hand-off of new accounts on-boarded by the Sales Team (Inside & Outside Sales) to ensure all account creation and billing documentation is correct, complete and accurate.
• Lead product trainings to existing customers based on account usage analysis. The objective is to drive retention and continued product engagement.
• Execute all responsibilities within department SLAs and help to develop overall SLAs for the Customer Success and engagement role.
• Alert manager and escalate issues that are impeding customer success when requests cannot effectively be resolved to the appropriate resource or department leader.
• Generate weekly, monthly and quarterly customer success reports and perform other duties and special projects as needed by the business
• Follow up on all existing and current customer needs including enterprise clients, acquisitions, reactivations and upsells.
• Monitor all channels (email, phone, leads, video conference, social) and offer exceptional proactive & on-demand product guidance and support.
• Develop and maintain a systematic method for conveying customer enhancement requests to the product team and sales team.
• Collaborate with team members and cross functional business partners to define the onboarding process for new customers and ongoing KPIs for success for existing customers.

• Bachelor's Degree from accredited 4-year institution
• 3+years of experience in the following:
  • onboarding and training customers onto a platform
  • Selling and supporting SaaS solutions and services to commercial customers across various markets
  • Account management with an understanding of SaaS platforms and subscription-based models
  • Proficient in Microsoft Office applications
• Proficiency with Salesforce CRM

• 3+ years of experience working within inside sales and delivering SaaS solutions
• 1+ years of experience working within home/commercial security verticals
• 1+ years of experience in end user systems with SaaS Solutions