Customer Success Representative I

Job Description

The Customer Success Representative I is responsible for acting as a critical bridge between the Customer Success team and Support Division to address customer needs. This role proactively facilitates Support Plan renewals, engages with new customers to ensure access to necessary resources, and follows up with customers who have recently purchased software without a Support Plan. Beyond direct outreach, they support the team through spreadsheet projects and cross-functional collaboration.

Responsibilities

• Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans
• Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers
• Conducting customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication
• Adhering to strategies and processes that deliver consistent customer satisfaction and retention
• Coordinating with internal teams to access additional resources and facilitate the solutions and tools needed by customers
• Soliciting existing customers to serve as verbal and/or site tour references for potential new customers
• Handling customer issues or complaints with professionalism and empathy, finding swift and effective resolutions and recommending best courses of action to maintain customer satisfaction and loyalty
• Maintaining accurate records of customer interactions, feedback, and support tickets in CRM or other relevant tools
• Guiding new customers through the onboarding process, ensuring they understand the resources available to them
• Providing support for spreadsheet projects for the Customer Success team

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred
• 1-2 years of experience in customer service, sales, or customer facing role
• Experience with CRM systems, Zendesk and/or HubSpot preferred
• Familiarity with using Microsoft Excel
• Strong interpersonal skills and the ability to build rapport and trust with customers
• Problem-solving abilities and a proactive attitude towards addressing customer needs and challenges
• Patience when dealing with customer inquiries or complaints
• Organizational skills and the ability to manage multiple tasks and priorities simultaneously

$55,000 - $62,000 a year

Pay

Based on the Sacramento region, the new hires minimum and maximum target salary for this role is $55k - $62k. This role will be paid hourly.

Inductive Automation’s ranges are market-driven and set to allow for flexibility. Although it is not typical for an individual to start at the top end of the range for the position, compensation decisions are dependent on: the facts and circumstances of each case, work location, job-related skills, experience, relevant education or training; and other business and organizational needs.

About Us

Who are we?

Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles , we create and deliver solutions that relieve pain points, bring efficiency to operations and optimize integration.

Why Choose Inductive Automation?

Our passion goes beyond customers. We celebrate your personal and professional milestones, and we support our teams with meaningful work in a collaborative environment.

We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. That's why diversity, fun, and flexibility are ingrained into our work culture.

The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development, or company and team activities are baked right into the schedule to keep us all engaged, connected, and prospering.

Benefits and Perks

100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance.

Paid Time Off: Receive paid holidays, vacation, and sick time.

401k with Match: Save for the future with our company-matching 401k program.

World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball.

Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.