Customer Success Specialist

Enhance the effectiveness of Structured’s Sales team by contributing to strategic initiatives aimed at driving customer satisfaction, retention, and business growth.

Structured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets and providing information security and governance.

We invite you to join our team at Structured as a Customer Success Specialist. Located on-site in Clackamas, Oregon, this exciting opportunity offers the chance to make a real impact while contributing to a dynamic, supportive workplace.

As a Customer Success Specialist, you’ll manage customer inquiries with a proactive approach, ensure clear and effective communication, resolve issues promptly, and provide timely, accurate reporting. Utilizing tools like Salesforce (SFDC) and Power BI, you’ll facilitate seamless collaboration between customers and internal teams, driving satisfaction, retention, and business growth.

This role also offers the chance to contribute to strategic initiatives that elevate our customer experience and support the success of our dynamic team. If you’re organized, detail-oriented, and passionate about creating meaningful customer interactions, we’d love to hear from you!

(Must be able to work on-site in Clackamas, Oregon Monday-Friday from 8:00 a.m. to 5:00 p.m.)

What You Will Do:

• Serves as the central point of contact between account executives, internal teams, and customers, facilitating clear communication and seamless collaboration.
• Consistently represents the organization with a professional and approachable demeanor, reflecting organizational values.
• Contributes to strategic initiatives that enhance customer satisfaction, retention, and overall business growth.
• Proactively communicates with clients to address concerns, anticipate needs, and provide regular updates on order statuses, project progress, and upcoming engagements.
• Identifies and resolves issues related to products, services, or deliveries; escalate complex matters to team leads or account executives as necessary while maintaining regular communication with all parties involved.
• Actively supports project execution by managing specific components as assigned by team leads, ensuring deadlines are met and deliverables are achieved.
• Oversees the complete order process, from initial receipt to fulfillment, ensuring that all documentation is accurate and that handoffs between teams are seamless; proactively communicate with customers to establish realistic timelines and manage expectations throughout the delivery process.
• Develops and presents tailored customer reports, including performance dashboards, usage metrics, and account-specific updates.
• Provides regular reports to internal teams, offering insights into project statuses, KPIs, and trends in order management, customer engagement, and renewal opportunities.
• Identifies upsell and renewal opportunities through analysis of customer engagement patterns, collaborating with sales teams to drive revenue growth.
• Leverages analytics tools to interpret data trends, recommend actionable solutions, and enhance customer experiences and operational efficiency.
• Coordinates and supports meetings by preparing agendas, documenting key takeaways, and following up on action items and project tasks.
• Follows established policies and procedures for tracking activities in CRM and service delivery tools.
• Performs other tasks as assigned to support the success of the team and organization.

Competencies:

• Champions and upholds exceptional customer service standards to ensure a positive experience for all stakeholders.
• Continuously maintains and expands product and application knowledge to meet customer and business needs.
• Demonstrates strong interpersonal skills to effectively communicate, foster, and sustain relationships with internal teams, current customers, and prospective customers.
• Navigates and addresses complex demands from internal stakeholders and external customers with professionalism and efficiency.
• Exhibits outstanding organizational and time management skills, with meticulous attention to detail.
• Leverages expertise in project management, project scoping, troubleshooting, problem resolution and documentation, to deliver successful outcomes.

Education and Experience:

High School Diploma or GED plus 5 years related experience and or training; or equivalent combination of education and experience in the customer service area.

• Knowledge of fundamental principles and processes for providing personal services and a customary understanding of order processing and data entry procedures are a plus.
• Working knowledge of Sage 100 and familiarity with Salesforce (or other CRM tools) is preferred.
• Experience with technology-driven intelligence tools or platforms such as Power BI is preferred.

Compensation: $20.00 – $26.00 per hour

Benefits: Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training. Obtaining industry based certifications is highly encouraged.

***We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas.***

* Structured is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.