Senior Specialist, Customer Success Projects

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.  

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today 

Job Objectives

The Customer Success Specialist plays a pivotal role in ensuring the satisfaction, retention, and growth of our customer base by championing the success of Copeland's programs, software, and applications. This customer-centric position blends technical expertise with strong interpersonal acumen to build lasting relationships and serve as a trusted internal advocate for each client.

Key Responsibilities

• Must be able to manage multiple customer programs at once
• Assisting in the definition of project scope and goals
• Identifying and managing potential risks and liabilities of a customer program
• Performing quality control on the customer program throughout development to maintain the standards expected
• Ensure metrics are achieved and aligned with overall business goals
• Effectively Communicate with customers
• Assist in conducting customer product and software training sessions
• Manage Customer Issue Resolution
• Following up on tickets associated to software engineering work
• Making effective decisions when presented with multiple options for how to progress with the customer program
• Communicate and Identify Solutions for potential growth opportunities
• Motivating people involved in the customer program to complete tasks on time
• Training other departments on the customer's specific program details
• Delegating tasks to employees best positioned to complete them, such as coordination with Sales, Support and Software teams to consistently deliver value to customers
• Communicating with the Customer Success Manager and/or Sales Rep of account to keep the customer program aligned with their goals
• Serving as a point of contact for the team when employees are assigned to the same project to ensure team actions remain in synergy
• Share best practices with team members to enhance the quality and efficiency of customer support
• Manage daily tasks including generation of required reports and acting as an initial point of contact
• Assist in maintaining relevant standard procedure documents
• Participate in continuing education and development programs

Educational Background

• Bachelor's degree required
• Technical field preferred

Work Experience and Relevant Trainings Required

• Requires at least 3 years of relevant experience in project management, customer delivery, onboarding, and/or project implementation
• External customer facing experience would be very helpful
• Working knowledge of systems integration and product data support
• Capable of facilitating projects across multiple location and reporting relationships

Our Commitment to Our People 

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. 

Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.  

Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce.  Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer 

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.