Customer Success Advocate
The Kendall Group is comprised of eight divisions with 75+ locations in ten states, serving the Electrical, Automation, Pipe, Valve, Fitting, Steam, Lighting, Industrial Controls, and Instrumentation industries. As a 100% employee-owned company, Kendall offers a rewarding career where you will own part of the company and your future. More than 60% of associates have over 5 years of tenure, and 40% have over 10 years, reflecting a culture where ideas are heard, voices matter, and success is supported.
About the role
Reporting to the Solution Consultants Manager, the Customer Success Advocate is a key member of the Contract Sales Team, acting as the bridge between sales and customers. You will advocate for customer goals, promote value through the customer experience, and collaborate with sales, marketing, product management, and engineering to ensure successful solution delivery.
Responsibilities
- Handle all post-sale activities, including initial onboarding, social strategy, and Quarterly Business Reviews.
- Identify and lead opportunities for account growth within managed accounts.
- Ensure customers derive maximum value from Kendall Service Agreements (KSA), utilize entitlements, and collaborate with stakeholder teams to drive adoption.
- Monitor customer usage data and health indicators, translating them into success strategies.
- Understand typical customer business challenges and map KSA features to address their needs.
- Serve as the voice of the customer, working with sales to adjust entitlements and shape the KSA roadmap.
- Identify and develop contract expansion opportunities.
- Manage customer account escalations and advocate cross-departmentally.
- Define and monitor success criteria metrics with customers while balancing company interests.
- Perform other duties as assigned.
Requirements
- 3 years’ experience in a customer success role at a B2B SaaS company.
- Bachelor’s degree.
- Proficient with Microsoft Office suite.
- Highly organized, detail-oriented, and able to multi-task in a fast-paced, evolving environment.
- Experience working cross-functionally with solution consultants, sales, marketing, project managers, vendors, and customers.
- Excellent verbal and written communication skills, with the ability to explain complex topics clearly.
- Ability to sit for up to 8 hours per day; reasonable accommodations may be made.
- Up to 25% travel.
Preferred Skills
- 3 years’ experience as a Customer Success Manager.
- Exposure to Industrial Manufacturing.
- Experience with customer success platforms.
Competencies
- Service Excellence
- Results and Action-Oriented
- Accountability and Responsibility
- Teamwork and Collaboration
- Priority Setting
- Planning and Organizing
- Presentation Skills
- Time Management
- Establishing Relationships
- Process Management