Customer Success Specialist

Job summary

Analyze customer feedback, satisfaction data, and journey maps to identify improvements, then coordinate cross-functional initiatives to resolve customer pain points. Develop CX metrics and reporting, advocate for customer-centric decisions, and support improved processes, tools, and communications.

Job details

Are you passionate about creating seamless customer journeys and turning every interaction into an opportunity to build lasting relationships? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people. As our new Customer Experience Specialist, you will be driving end-to-end customer experience improvements that ensure our customers receive world-class support and engagement throughout their journey with Grundfos. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging. What You Will Be Doing As a key part of the Customer Experience team, you'll create impact by Shaping how customers perceive and interact with Grundfos by identifying pain points, streamlining processes, and championing the voice of the customer across the organization. Your main responsibilities include: Analyze customer feedback, satisfaction data, and journey maps to identify improvement opportunities and drive actionable insights Coordinate cross-functional initiatives to resolve customer pain points and enhance the overall experience Develop and maintain customer experience metrics, dashboards, and reporting to track performance against KPIs Serve as the voice of the customer internally, advocating for customer-centric decisions across teams Support the design and implementation of new processes, tools, and communication strategies that elevate customer satisfaction What Makes You a Great Fit Above all, you are a customer-centric professional with strong analytical skills, a talent for cross-functional collaboration, and a genuine drive to improve every touchpoint in the customer journey. We would also imagine that you have: 3+ years of experience in customer experience, customer success, or a related customer-facing role Strong analytical skills with experience using CRM platforms (e.g., Salesforce) and customer feedback tools Excellent communication and stakeholder management skills across multiple organizational levels Bachelor's degree in Business, Marketing, Communications, or a related field It is a plus if you also: Experience with customer journey mapping methodologies and CX frameworks such as NPS, CSAT, or CES Background in B2B or industrial/manufacturing environments Familiarity with data visualization tools such as Power BI or Tableau Why you will love working here We care! Day to day, you can look forward to: A working environment built around your needs, with flexible hours, home working opportunities and parental support. Annual bonuses, health insurance and a strong focus on well-being activities. Three days' additional paid leave for volunteering in your community. Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities. We are inclusive! Celebrating and valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds. Are you ready to unlock possibilities at Grundfos? Apply today! To get to know us better, follow us on LinkedIn or visit grundfos.com The salary range for this position is $ 73,000.00 - $102,400.00. Individual pay will be determined based on market location and the candidate’s profile. The range listed is just one component of the total compensation and benefits package for employees. Total compensation includes paid time off, paid holidays, merit increases, bonuses, and employee stock purchase programs, etc. The salary rates are benchmarked and reflect the target for new hire salaries for the position in this region.

What you’ll do

Analyze customer feedback, satisfaction data, and journey maps to identify improvements, then coordinate cross-functional initiatives to resolve customer pain points. Develop CX metrics and reporting, advocate for customer-centric decisions, and support improved processes, tools, and communications.

Requirements

Requires at least three years of experience in customer experience, customer success, or a related customer-facing role, along with strong analytical, communication, and stakeholder management skills. A bachelor's degree in Business, Marketing, Communications, or a related field is specified; experience with CRM and customer feedback tools is also expected.

Benefits

• Flexible Hours
• Work-From-Home Opportunities
• Parental Support
• Annual Bonuses
• Health Insurance
• Well-Being Activities
• Additional Paid Volunteer Leave
• On-Demand Training
• Learning Sessions
• Professional Development Programs
• Paid Time Off
• Paid Holidays
• Merit Increases
• Employee Stock Purchase Program

Listed skills

• Data analysis · Preferred
• Communication · Preferred
• Process Improvement · Preferred
• Salesforce · Preferred
• Stakeholder Management · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Experience
• Customer Success
• Customer Journey Mapping
• Customer Feedback Analysis
• Data Analysis
• Cross-Functional Collaboration
• Stakeholder Management
• Communication
• Process Improvement
• KPI Reporting
• CRM Platforms
• Salesforce
• Customer Satisfaction Metrics
• NPS
• CSAT
• CES

Job areas

• Customer Service & Support
• Data & Analytics
• Management & Leadership
• Manufacturing

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