Hybrid Customer Success Specialist bei Concept Machine

Location: Fox River Grove, IL 

This position is located in the office, not remote or hybrid. 

POSITION SUMMARY

The Customer Success Specialist is responsible for managing the end-to-end customer experience—from onboarding to ongoing support. This role serves as the primary liaison between customers and internal teams, ensuring needs are met promptly and accurately. The position involves relationship management, cross-department collaboration, payment processing, and support for sales and service delivery functions.

CORE RESPONSIBILITIES

Assist the sales team with customer onboarding and documentation.

Manage and maintain all customer records and contracts in SharePoint.

Set up and manage customer accounts in Salesforce.

Create, maintain, and renew customer contracts and billing objectives.

Collaborate with the estimator to gather necessary customer details for quoting.

Coordinate with the scheduling team to ensure customer scheduling requirements are met.

Create and manage customer quotes through company software.

Provide hands-on support during onboarding, training, and throughout the customer lifecycle.

Foster trust and maintain long-term relationships with customers.

Gather and analyze data to report on customer feedback, satisfaction, and retention.

Collaborate closely with Territory Sales Managers, Regional Service Managers, and internal departments to ensure a seamless customer experience.

Maintain communication and coordination with other Concept family companies to uphold service standards.

CORE COMPETENCIES

Strong organizational skills and high attention to detail.

Ability to manage multiple priorities with a sense of urgency.

Strong written and verbal communication skills.

Professional discretion and ability to handle confidential information.

Self-motivated and solution-oriented, with a forward-thinking mindset.

Comfortable working both independently and collaboratively.

Ability to prioritize and manage tasks across simultaneous projects.

Willingness to learn and adapt as needed.

Other core competencies will be defined by your direct supervisor/manager

CORE EXPERIENCE AND EDUCATION

High School Diploma or GED with 10+ years of relevant experience OR bachelor’s degree with 5+ years of experience.

10–15 years of overall professional experience, including leadership roles.

5–7 years of experience in team or people leadership preferred.

Demonstrated strength in relationship-building and cross-functional communication.

Proven ability to manage deadlines, resolve issues, and recommend improvements.

Proficient in Microsoft Office; experience with Salesforce (Field Service preferred).

Valid driver’s license.

Willingness to travel up to 10% as required.

MENTAL/PHYSICAL REQUIREMENTS

Ability to be on your feet while performing job requirements

Ability to sit for periods depending on the job requirements. 

Frequent alpha/numeric keyboarding.

Ability to use a computer for periods. 

Ability to exert up to 10-20 pounds occasionally. 

Ability to balance, reach, and grasp as needed for the job.

Ability to crouch, grasp, and lift products above shoulders to lift boxes and products from the floor properly.  

WORK SCHEDULE

This position requires a 40-hour minimum work week. 

This position is located in the office, not remote or hybrid.