3MD · 1 day ago
Sr. Customer Success Specialist
Redmond, WA
Full-time
Onsite
Mid, Senior Level
$28/hr - $36/hr
3+ years exp3MD Inc. is a company focused on enhancing customer engagement through strategic support. The Senior Customer Success Specialist will lead post-sale customer engagement efforts, focusing on data analysis, customer interaction, and relationship management to drive customer satisfaction and success.
Fleet ManagementInformation TechnologySoftware
Responsibilities
Develop and maintain a deep understanding of each customer’s goals and objectives to drive the adoption and usage of Denali’s products and services
Act as a primary point of contact for key customers, addressing inquiries, resolving issues and provide timely assistance
Proactively engage with customer stakeholders to identify opportunities for account growth and identify potential risks
Collaborate with sales, warehousing and operations, and technical teams to align on customer success strategies and deliver a seamless customer experience
Help define and analyze customer health and engagement metrics, identifying trends and opportunities to enhance customer value
Prepare and present detailed reports on program effectiveness to senior management and key customer stakeholders
Provide guidance, support, and serve as an escalation point to the Customer Success Specialists, fostering a collaborative and high performing team environment
Conduct training sessions and workshops to share best practices and improve team capabilities
Lead customer meetings, providing updates and addressing concerns to improve service delivery
Oversee the consolidation and reporting of data for various customer initiatives, relaying that data back to the customer in a way that drives business value
Coordinate logistics and shipment support, resolving any issues promptly and efficiently
Collect customer feedback and relay back to Customer Success leadership for distribution to internal stakeholders
Continuously evaluate and improve customer success processes and workflow to enhance efficiency and customer satisfaction
Qualification
Required
3-5 years of experience in a customer facing role, ideally within the B2B technology or services space
Proven track record of managing customer relationships and driving customer success
Excellent communication skills (verbal and written)
Familiarity with Salesforce, Jira, and Microsoft's suite of products
Strong organizational skills and attention to detail
Ability to work independently and as part of a team
Preferred
Bachelor's degree in Business, Communications or a related field preferred
Benefits
Medical, dental, and vision insurance
401(k) plan and company contribution
Short-term and long-term disability coverage
Basic life insurance
Wellbeing benefits
Up to 6 scheduled paid holidays
Accrue up to 112 hours of PTO based on years of service
Up to 8 hours of paid volunteer time
Additional paid sick leave
Company
3MD
Originating as an asset-based trucking leader, 3MD has diversified into a holding company that excels in both software development, highlighted by our flagship product, Trucking Hub, and robust trucking services, consistently focused on providing superior industry solutions.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase