Customer Experience Specialist

Waltham, MA
Customer Success
Full Time
We are searching for a high energy Customer Success Specialist to join our rapidly growing team. The Customer Success Specialist will report to the Regional Vice President and play an integral role in onboarding new customers, driving usage, and acting on operational data to maximize the value customers receive from our platform. Customer Success Manager will assist in local recruiting marketing events.

Our customers include truck drivers, contractors, and material producers across the country. The Customer Success Specialist will use their product expertise and consultative skills to maximize the satisfaction of all three. As the industry tends to be relatively technophobic - the Customer Success Specialist will be a key partner to help customers understand the power of embracing a behavioral change to improve their day to day work.

CORE AREAS OF FOCUS
Customer Onboarding and Training
Monitoring and Growing Customer Usage
Customer Service/Support
Lead Generation: on site events, desk research, cold calling

RESPONSIBILITIES
Serve as a onsite onboarding lead and project manager to deliver a successful implementation within the planned time period, typically about three to four weeks.
Maintain a deep understanding of the product and market and speak with customers about the most applicable use cases relevant to their specific business needs.
Regularly analyze customer usage and recommend best practices to increase fill rates and value to end users
Take a data-driven approach to making decisions within your role, analyzing trends within your base to constantly improve and iterate on your best practices
Act as a dedicated contact for new customers, answering questions, handling objections, providing advice, and keeping them engaged in the process.
Deliver onsite and remote training to customers.
Advocate for customers by capturing and sharing feature requests and other feedback.
Proactively contact customers after implementation based on account health metrics.

REQUIREMENTS
Bilingual (English and Spanish)
Prior CRM experience (Salesforce) and technology communication apps
Outstanding communication - both orally and through text/email.
Very customer centric - relentlessly supports the customer experience
Empathetic - an exceptional listener who hears the details of customer feedback
Value driven communications style - be able to clearly explain our key value propositions
Ability to quickly grasp technology platform and help others embrace behavioral change
Strong hustle/work ethic, very high energy, positive personality
TRUX, Inc. (www.trux360.com) is a tech company building solutions used by some of the world’s largest heavy construction companies to find, dispatch, track, manage, and understand the resources that drive their day-to-day operations. We are creating the first true community of resources for dump truck drivers.

We're unleashing the power of mobile technology on the construction industry by building integrated, data-driven solutions to problems that construction companies face every day.

We’re a fast-moving tech startup innovating in an old-fashioned space ripe for disruption. The opportunity is huge and we’re grabbing it with both hands! We’re well funded but still early so there are great opportunities for new Truxers to make a big impact as we grow.