Customer Retention and Success Specialist - EMEA

Job description

Position Summary The Customer Retention and Success Specialist (CRS), ECaSP Installed Base - EMEA is an essential, data-driven virtual engagement role responsible for maximizing the lifetime value of Cold Jet's Existing Customer Installed Base (ECaSP) across the EMEA region. This specialist executes strategic research, analysis, and focused outreach initiatives (primarily via phone and email) to ensure long-term customer loyalty and drive revenue. Acting as a key interface between Sales and Service, the CRS focuses on virtually reactivating dormant customers who already own a Cold Jet blasting machine, and systematically gathering critical machine and application data from heavy users. The role requires leveraging internal systems to generate actionable insights and provide crucial market intelligence to European teams. Key Responsibilities Virtual Engagement and Installed Base Activation Data Research, Analysis, and Internal Enablement - Dormant Account Reactivation: Systematically identify, research, and execute virtual outreach campaigns (primarily phone and email) to existing customers in the Installed Base who have not purchased equipment or utilized service in a defined perio...