**Job Title:** Remote Customer Success Representative
**Company:** Rockwell Automation
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
**Job Description:**
Are you passionate about delivering exceptional customer experiences? Rockwell Automation is seeking a dedicated and skilled Remote Customer Success Representative to join our dynamic team. In this part-time role, you'll have the opportunity to work with our clients, ensuring they receive unrivaled support and guidance as they engage with our cutting-edge automation solutions.
**Key Responsibilities:**
1. **Customer Engagement**: Forge strong relationships with existing clients, proactively engaging with them to identify their needs, resolve issues, and ensure satisfaction with our products and services.
2. **Onboarding**: Guide new customers through the onboarding process, providing detailed product training and ensuring they fully understand how to leverage our solutions for their specific business requirements.
3. **Support and Troubleshooting**: Address customer inquiries via email, chat, and phone, leveraging your technical knowledge to troubleshoot and resolve product-related issues effectively and efficiently.
4. **Advocacy**: Serve as the customer's voice within Rockwell Automation, conveying feedback to relevant internal teams to drive product and service improvements.
5. **Account Management**: Monitor customer usage and engagement metrics, identifying opportunities to offer additional support or upsell relevant solutions that meet their evolving needs.
6. **Documentation and Reporting**: Maintain accurate records of customer interactions and issues in our CRM system, producing reports to help track customer satisfaction trends and identify areas for improvement.
7. **Continuous Learning**: Stay current with product updates, industry trends, and best practices in customer success to provide informed guidance and insights to clients.
8. **Collaboration**: Work closely with cross-functional teams, including sales, product management, and technical support, to ensure a seamless customer experience and timely resolution of issues.
9. **Time Management**: Employ excellent planning and organizational skills to manage your workload effectively and prioritize tasks in a fast-paced environment.
**Requirements:**
- **Experience**: Minimum of 2 years of experience in customer support, customer success, or account management—preferably in a technology-related field.
- **Education**: Bachelor's degree in business, communications, or a related field is preferred but not required.
- **Technical Proficiency**: Familiarity with automation solutions or software technologies is a plus.
- **Personality Traits**: Independent and adaptable, with the ability to thrive in a remote work environment and adjust to changing customer needs and business priorities.
- **Soft Skills**:
- **Emotional Intelligence**: Capable of reading customer emotions and responding with empathy, ensuring a positive customer experience.
- **Planning Skills**: Skilled in effectively planning and organizing workload to meet deadlines and customer expectations.
**Benefits:**
- Travel & spending expenses covered
- Company-provided equipment for remote work
- Visa sponsorship available for qualified candidates
**Working Environment:**
At Rockwell Automation, we foster a positive and energetic work culture. You'll thrive in a rapidly evolving setting, where adaptability and proactivity are valued. We believe that successful team dynamics enhance creativity and drive innovation.
**Application Deadline:** October 15, 2024
**Equal Opportunity Statement:**
Rockwell Automation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified individuals regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
