Customer Success Specialist - Fire Service - MSA Safety

Are you someone who is passionate, motivated, and driven to make a difference?  If so, MSA Safety is the perfect fit for your career. 

At MSA, SAFETY is who we are AND it is what we do.  We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world.  We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day. 

Are you in?  Read on for more details about this particular role.

• Develop and maintains thorough knowledge of MSA Connected products/solutions in designated segment – acting as trusted advisor to customer base
• Build rapport with key stakeholders for designated customers (internal and external)
• Execute initial customer onboarding and adoption process for MSA’s connected services & solutions in designated region/segment
• Provide ongoing training to customers as needed to drive successful adoption
• Able to provide basic technical support / solve connectivity challenges for customers as well as effectively deliver technical information to non-technical audiences
• Provides regular customer check-ins, and drives expansion offerings within segment and designated region of ownership
• Monitor and identify customer adoption and utilization trends to provide ongoing recommendations
• Ensure successful contract renewals within designated segment and region, meeting required KPIs for retention rates
• Uses direct customer experience to provide voice of customer to development teams and assist in executing CX improvements for department

This position is offered at multiple levels:

• Level I: Minimum 2 years in a dynamic Customer Care Environment
• Level II: Minimum of 3 experience in a dynamic Customer Care Environment.
• Level III: Minimum 3 years in a dynamic Customer Care Environment with a minimum 1 year Customer Success experience in a SaaS organization.

Education Required: 

• High School diploma

Experience Preferred: 

• 4+ years in a dynamic, high pressure Customer Care or Customer Success environment.

Education Preferred: 

• Bachelor’s Degree in Business, Information Technology, Computer Science, or related discipline.

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