NSF · 3 days ago
Customer Success Specialist II
789 N. Dixboro Road, Ann Arbor, MI, 48105, US
Full-time
Hybrid
Senior Level
5+ years expNSF is a company that leverages science and innovation to improve human and planet health. The Customer Success Specialist II role focuses on driving customer-centric improvements and optimizing service delivery within the Customer Success Team by using data to understand customer behavior and enhance customer satisfaction and retention.
Food and BeveragePublic SafetyTraining
Responsibilities
Design Strategic Solutions
Support data driven decision making across the organization by gathering, reviewing, analyzing and reporting on customer success data including case management KPIs, NPS and customer inquiry trends. Develop and maintain Qualtrics and PowerBI dashboards
Work with the Coordinator role to review existing processes, assessing opportunities for improvement. Implement process changes to positively impact customer success metrics
Provide operational support to the Customer Success Representative team as needed. Contribute to vendor renewal processes and explore relevant CS tools and platforms, working collaboratively with all relevant stakeholders
Qualification
Required
Bachelor's Degree in Business, Marketing, Communications or a related field
5-7+ years of experience
History of using CRM software to manage customer service tickets/phone inquiries; familiarity with customer contact center software
Experience working with survey software (e.g. Qualtrics) including automated survey distributions, dashboard development, etc
Ability to gather requirements, analyze processes, and translate business needs into technical solutions
Proficiency in data analysis and the ability to create insightful reports and dashboards
Excellent written and verbal communication skills to effectively liaise with various stakeholders (IT, divisional team members, etc)
Preferred
Experience with development of client feedback survey programs (e.g. NPS/CSAT), including statistical analysis
Familiarity with Salesforce, PowerBI
Experience with CRM platform configuration (e.g. automations, workflows, etc)
Company
NSF
Founded in 1944, NSF is committed to protecting and improving human health and the environment on a global scale.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Pedro Sancha
President, CEO & Director
Sean Etheridge
Vice President & Chief Legal Officer
Recent News
2025-10-27
2025-10-23
2025-10-16
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