Customer Success Advocate

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Why The Kendall Group?

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.

Role Summary: Reporting to the Solution Consultants Manager, the Customer Success Advocate is a key member of the Contract Sales Team. The person in this role will function as the bridge between our sales team and the customer, advocating for the customers desired goals, and promoting value through the customer experience. You will work closely with sales, marketing, product management, and engineering to ensure that our solution is delivered successfully.

Exciting work you will do:

The essential duties and responsibilities of the Customer Success Advocate will consist of, but are not limited to, the following:

• Responsible for all post-sale activities as part of the customers' journey, including initial onboarding, social strategy, and Quarterly Business Reviews
• Identify and lead opportunities for account growth within your managed accounts
• Ensure customers derive maximum value from their Kendall Service Agreements (KSA), utilize all of their entitlements, and collaborate with other Kendall Electric stakeholder teams to ensure adoption
• Monitor customer usage data and health indicators, translating them into strategies for success
• Develop an understanding of typical business challenges faced by customers and appropriately map KSA features and associated business benefits to address their needs
• Become the voice of the customer, working with the sales team to adjust and add future entitlements, and help build the KSA future roadmap
• Work to identify and/or develop contract expansion opportunities
• Manage customer account escalations and advocate for the customer cross-departmentally
• Work closely with the customer to define and monitor success criteria metrics while maintaining overall responsibility for the best interests of the company
• Other duties as assigned

Competencies you possess:

• Service Excellence
• Results, Action Oriented
• Accountability and Responsibility
• Teamwork and Collaboration
• Priority Setting
• Planning and Organizing
• Presentation Skills
• Time Management
• Establishing Relationships
• Process Management

What you’ll need:

• Work Experience: 3 years’ experience in a customer success related role at a B2B SaaS company
• Education: Bachelor’s degree
• Analytics/Computer Skills: Proficient with Microsoft Office suite
• Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environment
• Cross-functional skills: Experience working cross-functionally with solution consultants, sales, marketing, project managers, external vendors, and customers; experience with problem solving in a customer engagement environment
• Communication Skills: Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner; experience working with brand image and promoting value through customer experience
• Physical, Mental and Visual Skills: While performing the duties of this job, the employee is regularly required to sit, talk, and hear; must be able to sit for up to 8 hours per day; reasonable accommodations may be made
• Physical Environment: Normal office environment
• Travel: Up to 25% travel

Skills we prefer but don’t require:

• Work Experience: 3 years’ experience as a Customer Success Manager; exposure to Industrial Manufacturing
• Analytics/Computer Skills: Experience with customer success platforms

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.