Customer Success Specialist (Level II)

Structured Communication Systems is seeking a highly organized and motivated Customer Success Specialist II to join our team in Clackamas, Oregon.In this role, you’ll serve as a key point of contact for customers, account executives, and internal teams, ensuring clear communication and seamless coordination throughout the entire customer lifecycle. You’ll take ownership of the end-to-end order process, proactively monitoring progress, anticipating challenges, and resolving issues to deliver accurate, on-time results.As a CSS II, you will confidently manage multiple priorities while supporting project execution and driving a high-quality customer experience. You’ll leverage reporting, data insights, and modern, AI-enabled work management tools, such as monday.com, to improve visibility, identify growth opportunities, and enhance overall performance.You will also play an important role behind the scenes by supporting system workflows, maintaining data integrity, and contributing to process improvements that increase operational efficiency and scalability.(Must be able to work on-site in Clackamas, Oregon five days a week.)Compensation: $26.44 - $31.25 per hourAbout StructuredStructured Communication Systems is a leading information technology consultancy and systems integrator. We are experts at architecting and implementing secure and reliable solutions for delivering business applications, ensuring business continuity, enhancing data center performance and efficiency, enabling mobile workers, securing information assets, and providing information security and governance.Essential Duties and ResponsibilitiesServes as a central point of contact between account executives, internal teams, and customers, facilitating clear communication and seamless collaboration.Proactively and regularly communicates with multiple customers to address concerns, identify needs, and provide regular updates on order statuses, tracking and ETAs, project progress, and upcoming engagements.Manages the end-to-end order process from initial receipt through fulfillment, ensuring documentation accuracy, seamless cross-functional handoffs, and proactive customer communication to establish timelines and manage expectations throughout delivery.Manages and proactively monitors order progress to ensure customer expectations for delivery are clearly communicated, aligned, and consistently met, taking action to address risks or delays.Owns and manages assigned project components, ensuring deadlines are met, deliverables are achieved, and progress is effectively communicated to stakeholders.Independently identifies and resolves issues related to products, services, or deliveries, proactively communicating with stakeholders and escalating complex or high-impact matters with context and recommended next steps as needed.Develops and delivers tailored customer reports, including performance dashboards, usage metrics, and account-specific updates, ensuring accuracy and alignment with customer and business needs.Provides regular reporting to internal teams, analyzing project statuses, KPIs, and trends in order management, customer engagement, and renewal opportunities to inform decision-making.Analyzes customer engagement patterns to identify upsell and renewal opportunities, partnering with sales teams to support revenue growth and account expansion.Leverages analytics tools to interpret data trends and develop actionable recommendations that improve customer experience and operational efficiency.Coordinates and facilitates meetings by preparing agendas, capturing key takeaways, and driving follow-up on action items and project tasks to ensure progress.Ensures accurate and consistent tracking of activities in CRM and service delivery tools in alignment with established policies and procedures. Supports the administration and day-to-day use of monday.com (experience preferred) to enable team workflows and visibility. Maintains and updates workflows and dashboards within monday.com or similar platforms to support operational efficiency and visibility. Applies business requirements to configure and enhance monday.com workflows within established frameworks (experience with monday.com preferred). Troubleshoots system issues and implements approved workflow updates in collaboration with stakeholders. Supports automation efforts to streamline processes and reduce manual effort. Assists with system integrations between monday.com or similar tools and other business platforms (e.g., Salesforce, Power BI). Assists with user access, permissions, and onboarding/offboarding within monday.com or comparable systems. Ensures data accuracy, consistency, and integrity across CRM and service delivery tools. Partners with Sales and internal teams to support updates and improvements to pipeline workflows.Consistently represents the organization with a professional and approachable demeanor, reflecting organizational values.Other duties as assigned.CompetenciesChampions and upholds exceptional customer service standards to ensure a positive experience for all stakeholders. Ability to represent Structured at industry events, conferences, and forums, as directed.Continuously maintains and expands product and application knowledge to meet customer and business needs.Must be well-organized in a fast-paced, high-pressure environment. Ability to maintain strict confidentiality.Excellent verbal and written communication skills.Strong organization and time management capabilities and exceptional attention to detail.Strong interpersonal skills, including communicating, fostering, and maintaining relationships with internal teams, customers, vendors, and prospective customers.Navigates and addresses complex demands from internal stakeholders and external customers with professionalism and efficiency.Leverages expertise in project management, project scoping, troubleshooting, problem resolution and documentation, to deliver successful outcomes.Education and ExperienceHigh School Diploma or General Education Degree (GED) required; five (5+) years of related experience and/or training in customer service, sales support, or operations preferred, or an equivalent combination of education and experience may be considered.Advanced knowledge of customer service principles, order management processes, and data entry standards, with the ability to ensure accuracy and identify process gaps. Proficiency in Sage 100 and CRM systems, with the ability to maintain data integrity, troubleshoot issues, and support process optimization preferred. Experience using data and reporting tools (e.g., Power BI) to analyze trends, and support business decision-making preferred. Working knowledge of workflow and platform management tools (e.g., monday.com), including maintaining boards, supporting automation, and improving process efficiency preferred.General Office Computer SkillsTo perform this job successfully, an individual should be an experienced user of Microsoft Office Suite; experience with CRM tools, such as Salesforce, service delivery tools such as Monday.com, and technology-driven intelligence tools or platforms, such as Power BI.Language SkillsAbility to read, analyze, and interpret quotes and reports. Must be able to communicate effectively in English, including the ability to read, write, speak, and understand English, to perform essential job functions such as corresponding, presenting information, and responding to questions from employees, management, vendors, and customers, with or without reasonable accommodation.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Work is generally sedentary in nature, but may require frequent standing, walking, talking and hearing. Frequent use of phones, computers and other general office equipment is required.While performing the duties of this job, the employee will be required to occasionally lift and/or move up to twenty-five (25) pounds. Must have the ability to occasionally travel to customer locations or to attend customer and vendor events.Working ConditionsThe working conditions characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The office work environment lighting and temperature are generally moderate; work is regularly performed within an office environment, with standard office equipment available.This position may occasionally necessitate an adjusted work schedule, including evening hours, weekends, and holidays, to meet customer or vendor needs, support monthly, quarterly, and year-end close processes, or address other critical business requirements. Benefits Our organization provides a full compensation package that facilitates development and growth. The benefits package includes medical, dental, vision, group life and AD&D insurance, and long and short-term disability coverage and 401(k). We also provide training on mutually agreed upon professional goals through a combination of self-study courses, formal training, and on-the-job training. Obtaining industry-based certifications is highly encouraged.How do I Apply?If you, or anyone you know, is interested in joining the Structured team, please submit your application and resume by visiting our website at: https://structured.com/employment/job-application/*** We are interested in all qualified candidates that are eligible to work in the United States. However, we are not able to sponsor visas. ***