Customer Success Associate

Job Details

Description

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Customer Success Associate to join our amazing culture. A Customer Success Associate works closely with other team members to ensure end-user success with the many systems that Convergint installs and supports. Under minimal supervision, a Customer Success Associate develops and ensures customers receive timely, informative, engaging, and comprehensive training and support. Helping our customers maximize workflows, avoid common obstacles and optimize end user utilization of products and systems in a manner that maximizes customer return on investment. As a Customer Success Associate, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers. 

Who You Are

You have a passion for providing world-class service to customers, colleagues, and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Customer Success Associate.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• Convergint’s greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers.
• Support the operational excellence initiative to coordinate meetings, follow ups, and provide support to Program Managers, Lead Account Executives, and Executive Sponsors to ensure we are following our proven processes by implementing Convergint’s tools and leveraged services to help customers achieve their goals.
• Set a regular meeting cadence with each customer program team. Support customer success initiatives, reinforce customer expectations, and provide internal alignment.
• Manage, oversee, and coordinate customer business reviews, and internal touchpoints for program stakeholders. Align to the strategic roadmap, Key Performance Indicators (KPIs), and drive executive reviews where applicable.
• Serve as an independent customer advocate to support the Voice of the Customer to provide feedback on customer satisfaction levels.
• Act as a liaison between leadership, strategic initiatives, and program teams. Help develop unique approaches and introduce advanced solutions and strategic guidance to customer challenges, building confidence in Convergint as a trusted advisor.
• Collaborate with customers and program teams to create use cases and documents success stories.
• Support the creation and implementation of customer success initiatives.
• Become a Subject Matter Expert (SME) on Convergint tools and solutions to better support the customer program teams.
• Performs other duties and responsibilities as requested or required.

What You’ll Need

• Strong customer centric focus with the goal to “be our customers best service provider.”
• Superb ability to interface with Sales, Services, Support, Product, and Executive Team is required.
• Excellent organizational skills related to Program/Project Management.
• Experience successfully collaborating with and influencing cross-functional stakeholders and executives.
• Broad based industry and market knowledge.
• Strong proficiency in Microsoft Office products, including Word, Excel, PowerPoint, Visio and Project.
• Exceptional written and oral communication skills, with ability to deliver presentations to multiple levels of an organization.
• Strong work ethic with personal motivation to function individually and part of a team
• Ability to create internal and external organizational alignment through relationships, communicating vision and team building.
• An experienced leader that acts as a role model while guiding, developing, and mentoring others within the organization.
• Strategic thinker with analytical problem-solving tools and techniques.
• Capabilities in implementing program deliverables, leveraging understanding of cultural differences in business practices for other regions or countries.

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:

• Company Holidays and Paid Time Off
• Fun & Laughter Day Off
• Medical, Dental & Vision Plan
• Life insurance & Disability Plan
• Wellness Program
• 401K Matching Plan
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Vehicle reimbursement plan
• Corporate Social Responsibility Day
• And much more…

Requirements:

Education: College degree, trade school or equivalent experience

Minimum Experience: 3-5 years customer service, operations, field service or project management

Preferred Experience: (but not required):

• Experience in one or more of the following industries: electronic security, fire alarm & life safety, building automation and IT

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Qualifications

Behaviors

Preferred

Dedicated

: Devoted to a task or purpose with loyalty or integrity

Detail Oriented

: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

Growth Opportunities

:Inspired to perform well by the chance to take on more responsibility

Goal Completion

:Inspired to perform well by the completion of tasks

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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