Customer Support Representative II

Full Time
Urbandale, IA 50322
Posted Today
Job description

Description:

  • Provides information/solutions as frontline support to channel partners/customers/Company personnel on product-related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention.
  • (Note that products may include parts, whole goods or product-related services.)

Duties:

  • Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level.
  • Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility.
  • Distributes additional product/service/policy information to customers, dealers, and Deere personnel.
  • Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer-related information online.
  • Assists in the promotion of products/services/programs through special program offerings, special mailings, and proactive user contact. Negotiates with customers, dealers, and company personnel to provide the proper policy execution and adequate resolution.

Specific Position Requirements

As Customer Success Manager at you will be responsible for driving customer utilization and value realization for new and existing products, including See & Spray, Autonomous Tillage, ATTA, and other premium solutions.

In addition, you will:

  • Assist customers in their product journey: onboarding, use, and renewal
  • Deeply understand the product capabilities and explain them to drive positive outcomes
  • Improve customer value realization and product utilization in close partnership with dealer and customer support teams
  • Deliver customer insights that drive actions within product management, engineering, tactical marketing, customer support, and other functions

What Skills You Need

  • Self-starter and self-motivated
  • Great communicator
  • Detail oriented
  • Ability to work closely with many internal and external stakeholders
  • Strong analytical capability
  • High customer empathy and emotional intelligence
  • Intermediate capabilities with Microsoft Office Suite
  • Knowledge of data and analytics tools and dashboards

What Makes You Stand Out

  • Entrepreneurial spirit
  • Product Management or Product Support experience
  • 5+ years of Customer Success Management experience
  • Experience with products or services that utilize machine learning

Education

  • Bachelor’s degree with an emphasis in Business, Management, or Technology discipline or equivalent experience

Job Types: Full-time, Contract

Salary: Up to $22.00 per hour

Work Location: One location

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