Earth Development Hiring for Customer Success Advocate Job at De Pere, WI Full Time

Customer Success Advisor
(Commercial Snow and Ice Management/
Lawn and Landscaping)

Please note, this job might not be for you if you want something easy, where you can just punch in and punch out, and do your thing each day in a steady, predictable, repetitive way. If you’re looking for an opportunity where you can really grow and be a part of a team, reshaping perceptions in an industry, keep reading…

We’re looking for an amazing team member to join our family as a Customer Success Advisor to serve as the “Champion” and “Voice” of our customers. The right person will be fantastic at juggling a diverse and seemingly ever-changing package of tasks in a fast-paced environment, love having every day be a little bit different and derive real satisfaction from delivering a phenomenal customer experience.

At Earth Development, we really want missionaries, not mercenaries. We want people who are passionate about what THEY do and who are fully-engaged with what WE do. To the uninitiated, our work can seem binary — a contracted service was performed or it wasn’t. Yes or no. 0 or 1. But that’s not at all how we think about it. We see the nuance. We see the difference between just good enough and true excellence. We see the peace that our partners get from knowing that Earth Development understands their operational and reputational challenges.

So just like we think of ourselves as different, we also think of the CSA that we are seeking to join our team and continue to propel our growth as different. This is not a Customer Service role. We want this person to own each client relationship. We want this person to take the time to listen and learn what the customer really wants and needs, then know how to interpret those desires in a collaborative way to the rest of our team to assure those expectations are being fully met.

If this is YOU, have we got an opportunity for you!

For over 20 years, our team has been trusted by many of the world’s most recognizable brands. Our commercial snow and ice management services provide companies peace of mind knowing their day-to-day operations will not be affected by winter weather. And as a year-round partner in managing our clients’ facilities, we enhance their landscape beauty from spring to fall through professional lawn, landscaping, and parking lot maintenance as well. Our business is growing quickly, and we’re looking for a Customer Success Advisor to join our team and play a key role in our continued growth.

This is a special opportunity for a special person. Each of our team members is unique — we don’t need you to be a robot or to be just like everyone else. We work as a team, persistently pursuing perfection together, and we love recognizing and celebrating achievement. We aspire to be “intentional” — we value conviction over simple convenience. We are people who have an attitude of gratitude, seek opportunities to be generous, are happy to step in and help each other, and who hold each other accountable. We work hard and have high expectations, but at the end of the day we are a family that sticks together and always does the right thing by one another. There are no ego’s here.

We are long-term focused and values and ethics driven. Our “family” takes pride in its work and the knowledge to get the job “Done Right, the First Time, Every Time.”

As our Customer Success Advisor, you’ll serve as our ambassador and be the “face of Earth Development” to our valued customers, so a day in the life might look like:

• Work with Regional Service Advisors to successfully complete the onboarding process for our new customers and make sure the handoff process is complete

• Be a SPOC (single point of contact) for your assigned customers
• Own the customer lifecycle
• Gain depth and breadth within each customer relationship to make certain we are completely aligned with our customers goals
• Making outbound calls to current customers to understand their business desires to ensure our service levels are meeting their needs
• Proactivity working with customers, prior to their contract renewal date in order to secure another multi-year partnership
• Work closely with our Customer Service team to ensure all customer concerns are addressed and resolved in a timely manner
• Maintaining accurate information in our CRM and other digital tools
• Exploring upselling and cross-selling opportunities, maximizing value to the client as well as Earth Development
• Proactively managing a communications program to share information with current customers and ensure we are routinely collecting their feedback
• Improving your skills via self-study or with the team
• Collaborating with other Earth Development team members (Operations, Service Providers, Sales, etc.) to improve our internal systems.
• Using data to inform daily activity and skill development opportunities.
• Coordinating the seasonal flow of tasks and pursuing areas for improvement as we shift from summer to winter each year.
• Meeting to review Sales strategies and performance goals.

This opportunity might be for you if you:

• Can make a mistake, own it, learn from it and move on
• Coachable. Can take direction and execute as planned
• Enjoy problem-solving (including outside the box and on the fly) and working with others
• Passionate about building relationships and positively influencing others
• Are highly responsible, reliable, and self-starting
• Enjoy diversity in your work schedule
• Driven to meet goals and see you and your team win
• Work with integrity, passion and high-quality standards
• Want to join a growing company and have the opportunity to grow yourself within it
• Are a great listener, respectfully assertive, comfortable making decisions
• Work well in a performance-oriented team while juggling multiple tasks

Some requirements we’d love to see from you:

• Successful experience in a customer success/sales role or something similar especially in a B2B environment
• Relentless pursuit to do the right thing. By our team and our customers.
• Does not shy away from challenges
• Solution minded. May not have all the answers right away but will find them
• Track record of setting and meeting goals and deadlines
• Great communication skills – oral and written
• Strong organization skills
• Ability to remain cool, calm and positive in a fast-paced, deadline-driven environment
• Proficiency with cloud-based email and CRM tools
• Proficiency with Google Office Suite (similar to Microsoft Word, Excel and Powerpoint)
• Experience working in the landscape or snow removal industry would be great, but not required.

What you’ll get in return:

• Respect and recognition for your contributions
• Supportive Leadership that is vested in your success
• Professional development
• The ability to build a strong network of relationships
• A friendly, supportive team
• Generous compensation, benefits, and bonus opportunities
• Flexible work model
• Travel opportunities and expense reimbursement

Job Type: Full-time

Pay: $48,000.00 – $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

COVID-19 considerations:
None

Ability to commute/relocate:

• De Pere, WI 54115: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location