Customer Success Specialist

Vinson is a leading distributor of industrial process control, pressure protection, control systems, and services in the
southwest region of the US including North, East, West Texas, Oklahoma, Western Arkansas, and New Mexico.
 
The Customer Success Specialist is responsible for supporting assigned customers after project delivery or service onboarding to provide continued value from Vinson’s Systems and Services. This role serves as the primary day‑to‑day contact for installed base customers, supporting lifecycle services, subscriptions, adoption, renewals, and ongoing customer needs. Activities include developing and supporting lifecycle service opportunities, quoting, ordering, and being the primary point of contact for support contracts & services, as well as day-to-day needs/inquiries for existing customers’ systems.  The specialist will work with these customers and cross-functional leaders internally to deliver excellent client experiences while trying to maximize customer satisfaction and business results for Vinson.    An effective Customer Success Specialist demonstrates curiosity to learn Vinson’s technical solutions and applies that knowledge to help customers successfully adopt, maintain, and expand their systems over time.   This role requires strong coordination across internal teams to proactively address customer needs, resolve issues, and identify expansion opportunities for lifecycle services and system improvements.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
 

• Daily interface with the internal team and customers to understand needs, clarify issues, and ensure satisfaction throughout the system lifecycle.
• Proactively identify improvement opportunities with customers and develop proposals to drive high customer retention and satisfaction.
• Support renewals by managing and expanding customer subscriptions and service contracts, including proposal development and submission. 
• Identify lifecycle service and subscription opportunities that support customer retention and success.
• Serve as the day-to-day contact for assigned installed base accounts.
• Maintain detailed records of customer interactions, orders, account activities, and account health in Salesforce.
• Assist Sales and Engineering teams with customer-related activities as needed.
• Sales Order processing, generation, and administration; as well as handling paperwork as required for sales.
• Will be responsible for promptly processing customer orders and effectively communicating with sales team, engineering, and warehouse teams.
• Act as a customer advocate by coordinating internally to ensure commitments are tracked and fulfilled.

The requirements listed below are representative of the knowledge, skill and/or ability required, with or without reasonable accommodation.

 

Education, Skills and/or Experience:

·         Bachelors or Associate degree and/or relevant experience
·         Devotion to delivering outstanding customer experiences, infused with entrepreneurial acumen, all the while ensuring the mutual success of both our customers and Vinson Process Controls
·         Experience in customer sales support, inside sales, service coordination, or a customer facing role in an industrial or technical environment preferred.
·         Strong interpersonal, communication and listening skills in order to develop close working relationships with the inside sales team, application engineers, account management, customers, and suppliers.
·         Ability to effectively shift tasks and manage a demanding workload while maintaining a positive attitude and inspiring collaboration.
·         Demonstrate resourcefulness and the ability to be a problem solver, with the preparedness and aptitude to figure out things on the fly.
·         Proficient computer skills are necessary and the ability to utilize and learn various software applications to enable effective management and distribution of critical customer information and engagement activities.  Some examples may include, but are not limited to Outlook, Word, Excel, PowerPoint, SAP (ERP), Salesforce, Smartsheet, etc.

Physical and Mental:

• Ability to provide effective written and oral communications in English

• The ability to lift and carry up to 20 pounds.
•  Ability to sit, stand, walk, talk, hear, and use hands/fingers to operate computer, phone, keyboard, and office equipment.
• Must be able to wear any forms of PPE required when performing onsite visits