Careers

The Customer Success Specialist (Tier 1) is the foundational role within IDEA’s Customer Success organization. This position supports customer onboarding, basic troubleshooting, customer education, and accurate documentation of customer interactions. Specialists help ensure customers gain value from the IDEA Connector beginning on day one, while developing the product knowledge, data fluency, and customer engagement skills needed to advance within the Customer Success career path.

This role is ideal for early-career professionals or internal candidates seeking structured growth, hands-on experience, and exposure to data-driven customer engagement in a B2B technical environment. Tier 1 Specialists work under the guidance of Tier 2, Tier 3, and the Customer Success Team Lead, building confidence and core capabilities through mentorship, training, and real-world application.

Customer Engagement

• Provide guidance to manufacturers and distributors on standard IDEA Connector activities that support data quality and reduce errors.
• Reinforce basic product usage expectations and direct customers to Knowledge Base and LMS resources for self-service learning.
• Ensure assigned accounts stay current with alerts, validations, and system tools needed for baseline platform effectiveness.
• Accurately document all customer interactions, questions, and concerns in the CRM.
• Escalate complex issues to Tier 2, Tier 3, or the Team Lead following established escalation procedures.

Customer Onboarding & Training

• Execute onboarding tasks for standard IDEA Connector customers, including data validation steps, pre-session preparation, and follow-up.
• Support training delivery by co-facilitating or answering basic questions during virtual onboarding sessions.
• Schedule onboarding meetings, manage logistics, and ensure required steps are completed on time.
• Provide clear instructions and reinforce best practices during early customer adoption.

Customer Knowledge Enablement

• Promote and use approved KB/LMS materials during customer interactions to support understanding and self-service.
• Provide feedback to the Enablement team on the clarity, accuracy, and usability of KB/LMS content.

Employee Onboarding & Internal Training

• Participate in employee onboarding sessions as a learner to build product, process, and workflow knowledge.
• Provide constructive feedback on training materials and documentation usability.

Product Support

• Provide first-line troubleshooting and support for IDEA Connector, resolving common or routine issues using established SOPs.
• Use documented procedures and internal tools to ensure consistent, accurate customer communication.
• Identify issues that fall outside Tier 1 capabilities and escalate appropriately for further analysis.
  KPIs, Analytics & Reporting
• Demonstrate foundational awareness of KPIs and dashboards used to monitor customer success performance.
• Build confidence in reading and discussing customer metrics with support from senior team members.
• Provide basic data-driven support to customers such as usage summaries or onboarding progress updates.

Sales Support & Engagement

• Support Account Executives by drafting components of annual customer service reviews or providing requested usage summaries.
• Provide customer insights that contribute to health updates and retention discussions.
• Document CS-led activities that deliver customer value or support renewal readiness.

Customer Advocacy

• Identify and communicate recurring customer feedback, requests, or patterns to the Team Lead.
• Support initiatives to collect or distribute customer feedback in structured formats.
• Demonstrate professionalism, empathy, and active listening to reinforce customer trust.

Process & Service Innovation

• Execute established processes with accuracy and attention to detail.
• Identify and flag workflow friction points or system issues that impact the customer experience.
• Participate in team discussions to provide feedback that improves processes and service delivery.

• Exposure to distribution, manufacturing, or similar B2B environments preferred.
• Experience in a customer-facing or support role preferred.
• Foundational understanding of data management concepts.
• Strong communication, analytical thinking, and problem-solving skills.
• Excel proficiency

• Customer Focus
• Communication
• Problem Solving
• Data Accuracy & Attention to Detail
• Learning Agility
• Team Collaboration
• Professionalism
• Documentation Quality
• Ownership & Responsibility

• High school diploma required; associate or bachelor’s degree preferred.
• 0–2 years of experience in customer support, customer success, data handling, or related roles.
• Experience in distribution, manufacturing, or B2B channels is a plus.
• Willingness to grow into more advanced data, product, or customer relationship responsibilities.