Job Description

Purpose: The Customer Success Specialist plays a key role in supporting customer relationships, driving satisfaction, and identifying opportunities to enhance customer engagement and growth. This role will engage with existing customers through proactive outreach, offering education, support, and solutions to strengthen partnerships and increase product adoption. While not labeled as a sales position, this individual will work closely with sales and is responsible for contributing to business growth by serving as a trusted resource for customers.

General Expectations: Adhere to and demonstrate IMI’s Core Values.

• Drive: Make things happen. Don’t wait for things to happen.
• Grit: Get back up. Don’t quit.
• Humility: Check your ego at the door. Don’t be arrogant.
• Others First: This “we” over “me.” Don’t be selfish.
• Joy: Take a positive approach. Don’t kill the vibe.

Core Responsibilities:

Customer Engagement & Support

• Build and maintain strong, long-term relationships with existing customers through proactive communication via phone, email, and chat.
• Educate customers on product updates, features, and best practices to maximize value and satisfaction.
• Assist customers with placing orders, tracking shipments, managing returns, and resolving inquiries in a timely, professional manner.
• Work cross-functionally with Customer Service, Marketing, and Sales teams to provide seamless support.
• Document and escalate customer feedback, trends, and improvement opportunities.

Customer Growth & Development

• Identify opportunities within existing accounts to expand product usage and improve ROI.
• Execute customer outreach strategies to create demand at the fleet level and strengthen partnerships with distributors and dealers.
• Support campaigns developed by the Marketing team to enhance loyalty and drive adoption of new solutions.
• Provide virtual product training and demonstrations through PowerPoint presentations and webinars as needed.

Administrative & Process Support

• Accurately enter and manage customer orders and account details in NetSuite (CRM System).
• Create cases for customer issues, collaborating with internal teams to resolve them.
• Track and report customer engagement activities and growth metrics.

Qualifications:

Education & Experience

• High school diploma required; some college or Associate’s degree preferred.
• 3+ years of experience in customer support, inside sales, or a related business operations role.
• Experience working with commercial customers, distributors, or fleets is a plus.

Skills & Attributes

• Consultative approach with strong questioning skills.
• Strong communication and interpersonal skills with demonstrated success in prospecting, building and nurturing strong relationships with various customer types.
• Empathetic, solution-oriented mindset with the ability to listen actively and resolve concerns.
• Proficiency in MS Office (PowerPoint and Word required; Excel a plus).
• Self-motivated and detail-oriented with strong organizational and multitasking skills.
• Collaborative team player who thrives in customer-focused environment.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

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