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Customer Success Analyst

Date: May 28, 2021

Location: Phoenix, Arizona, US

Company: WillScot | Mobile Mini

WillScot (NASDAQ WSC) is the industry leader in providing storage solutions and modular workplace solutions to customers across North America. We serve ~50,000 customers with space solution needs daily, through a network of 100+ branch locations throughout North America.

Our legacy is rooted in product innovation, a reputation for exceptional customer service, effective management of business operations, and the ability to attract and retain the industry’s most talented staff and management team. Our values guide us to achieving our true potential and create an inclusive work environment which allows every person to thrive.

ABOUT THE JOB:

The Customer Success Analyst (CSA) will own all aspects of the reporting and KPI tracking within the WS Customer Success function.  This role will support setting up reports within the CRM and Operating Systems that will support efficient planning for resources and performance management.  This position will have direct impact on key performance metrics such as productivity and customer satisfaction.  A successful CSA will adhere to Williams Scotsman safety policies, relevant state and regional laws and regulations.  The Customer Success Analyst will maintain excellent service standards, respond efficiently to inquiries, strive for high system functionality, and excel in Williams Scotsman’s Core Values of Collaboration, Empowerment, Excellence, and Innovation. 

WHAT YOU'LL BE DOING:

Efficient Use of Resources

  • Work with IT and integration teams to ensure a proper workflow that is relevant to customer success tasks
  • Support upkeep of user and supervisor dashboards within Salesforce
  • Work with IT and integration teams to ensure a proper workflow that is relevant to customer success
  • Sending daily, weekly, monthly, and annual reports out to field and internal teams
  • Continue to research tools for Service Cloud to improve user and customer experience
  • Support set up for new users which includes:
    • Configuring screens in Salesforce for the Customer Success Rep
    • SAP displays
    • Develop reports that will make the users more efficient.
  • Properly monitors utilizes CRM to update customer orders, delivery schedules, and communicate with other WS employees in support of customer needs
  • Report out on proper Contract Compliance from SAP
  • Develop and document training process for KPI reporting and dashboard reviews

Customer Focus

  • Proactively uses Net Promoter System (NPS) to provide timely correspondence and to address internal issues.
  • Provide an overview of potential develop root causes for results.

EDUCATION AND QUALIFICATIONS:

 

  • Bachelor’s Degree required
  • 2+ years relevant experience preferred
  • Demonstrated ability to connect business requirements to system solution
  • Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively
  • Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers
  • Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com and SAP experience is a plus
  • Customer orientation and ability to adapt/respond to different types of personalities.  Passionate about understanding customers’ needs and working with customers in a consultative manner to meet and exceed their needs and expectations.

Abilities and Other Requirements

  • The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required. 
  • Manage large number of emails and request

 

WillScot, is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment.  WillScot takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans. Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 


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