1+ months

Customer Success Specialist

MSA, The Safety Company
Cranberry, PA 16066
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MSA, The Safety Company

Customer Success Specialist

US-PA-Cranberry Twp

Job ID: 2021-4716
Type: Full-Time
# of Openings: 1
Category: Engineering
MSA, The Safety Company


For more than 100 years, our passionate mission of safety empowers us to protect lives.

MSA Safety is a global leader in the development of safety equipment and pioneering technology that helps protect people and facility infrastructures around the world. We are committed to providing the latest in innovative, best-in class safety solutions that feature integrated systems capability and allow our customers to return safely to their families and friends. Every day our customers place their lives in our hands. In response, we provide them with protection they can trust. It is gratifying to lead the way as a source of inspiration. Would you like to join our team of more than 5,000 employees world-wide dedicated to this purpose? We hope so.

The Customer Success Specialist role is critical to our customer acquisition and retention process, having a hand in important pre- and post-sale activities so that our (potential) customers have a great experience with us from beginning to end.


Pre-sale activities

  • Qualify marketing leads via direct prospective customer interaction
  • Assist with the scheduling of software service demonstrations for prospective customers
  • Generate and update service quotes for prospective customers based on their needs
  • Follow-up with prospective customers and support the next steps in the customer acquisition process

Post-sale activities

  • Upon receipt of a signed agreement, ensure that customer on-boarding is smooth and successful
  • Upon service account setup, provide initial user training to the customer so that they can confidently take advantage of the services
  • Schedule and complete regular customer check-ins so we can learn more about why they appreciate and might also like to improve the service platform or their experience overall
  • Document and share customer needs to the Safety io team so we can discern and prioritize next steps
  • Generate and follow up on customer invoices and service renewals

Process improvement

  • Share and suggest ways in which we can improve our customer success process(es), our services, and team
  • Assist the team in implementing improvements


Special Knowledge, Skills and Abilities Required:

Proficiency in the following programs:

  • Microsoft Office 365 (particularly Outlook, Teams, Power BI, & One Drive)
  • Oracle Netsuite
  • DataDog
  • Web conferencing tools (Microsoft Teams, Cisco Webex, Zoom, etc.)

Additionally, the candidate must exhibit the following:

  • Enthusiastic customer focus

  • Detail-orientation

  • Organization

  • Solid communication skills (both written and verbal)

  • Interest in continuous learning

  • Solid comfort level with technology and related concepts

Education and Experience Required:

  • High School Diploma
  • 1-3 years of Customer Success experience in a fast-paced environment

Education and Experience Preferred:

  • Bachelor's Degree in related field
  • 5+ years of Customer Success experience in a fast-paced environment

MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination.

As such, it is MSA's policy not to discriminate against any employee or applicant for employment on the basis of the person's age, color, creed, disability, ethnicity, race, religion,
gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran's status, genetic information, political affiliation, disabling condition,
or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.

If you are an individual with a disability and need an accommodation to assist you in navigating this career site, let us know.Contact Us MSA is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans.


Posted: 2021-05-14 Expires: 2021-06-15

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Customer Success Specialist

MSA, The Safety Company
Cranberry, PA 16066

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