iTrack Customer Success Specialist

iTrack Customer Success Specialist - Warrenville, IL

Why Choose Associated?

At Associated, we prioritize our team's well-being and growth, offering an array of benefits that enrich your work experience:

• Comprehensive Benefits: Access a comprehensive benefits package within 30 days of hire, including medical, dental, vision, 401(k) with 100% company match up to 5% employee contribution, FSA/HSA, parental leave, tuition assistance, Employee Assistance Program, Profit Sharing, 18 Paid Days Off each year and more.
• Incentives and Support: Benefit from referral bonus programs, retirement plans, and ongoing support for personal and professional development.

Salary: $75,000+

Position Summary:

The iTrack Customer Success Specialist is responsible for ensuring customers realize measurable value, adoption, and long-term success through effective use of the iTrack platform, a comprehensive financial operations and fleet management solution. This position serves as a trusted advisor throughout the customer lifecycle, supporting customers from discovery and implementation through ongoing operational support and account engagement.

This role also delivers professional services by evaluating telematics data and related operational information to provide customers with actionable insights, cost-saving recommendations, and strategic guidance related to their material handling equipment. Success in this position requires strong knowledge of the distribution and logistics industry, effective communication skills, and the ability to build consultative relationships with internal teams and external customers.

Essential Functions:

• Develop, evaluate, and present executive-level reports summarizing customer fleet utilization, maintenance cost trends, performance findings, and recommended cost-saving initiatives.
• Analyze telematics data and operational reports to identify trends, assess performance, and support root cause analysis.
• Make sound, objective recommendations based on technical research, data analysis, and customer business requirements.
• Deliver professional services to Associated customers in alignment with customer needs, project scope, and business objectives.
• Provide post-implementation technical support to customers, ensuring effective platform utilization and issue resolution.
• Maintain current knowledge of equipment, service offerings, platform capabilities, and competitive market trends.
• Perform additional duties and responsibilities as assigned to support departmental and organizational objectives.
• Travel as required to support customer engagements, implementations, and business needs.
• Monitor customer health, platform usage, and satisfaction to proactively identify opportunities for improvement, adoption, retention, and growth.

*Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications:

• Proficient in Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to make objective, data-informed decisions based on technical research and business requirements.
• Ability to communicate effectively with departmental staff, internal stakeholders, and external customers at all levels of an organization.
• Ability to manage multiple priorities, meet deadlines, and apply effective time-management practices.
• Ability to analyze data, interpret operational findings, and develop customer-focused solutions for project applications.
• Demonstrated ability to apply sound judgment, analytical reasoning, and structured problem-solving skills.
• Ability to investigate and analyze information, draw appropriate conclusions, and recommend decisive action.
• Ability to understand, interpret, and communicate technical data to technical and non-technical audiences.
• Demonstrates leadership, integrity, customer focus, teamwork, sound judgment, and strong attention to detail.
• A minimum of three to five years of experience in the distribution or material handling industry is required, including knowledge of warehousing applications.

Preferred Qualifications:

• A technical background in industrial telematics and labor management systems.
• Customer care experience within the material handling industry.

Work Environment:

This position operates in an office and remote work environment. Travel, including overnight stays, is required approximately 20% of the time based on customer and business needs.

Must be able to perform job duties with or without reasonable accommodation.  The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Physical Requirements:

• Frequently required to sit, stand, walk, and communicate verbally and in writing.
• Rarely required to kneel, crouch, or reach overhead.