Customer Retention and Success Specialist - EMEA

Job Description

Posted Thursday, April 23, 2026 at 4:00 AM

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

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 period.
ECaSP Data Harvesting: Establish professional, high-frequency remote relationships with the Installed Base, especially heavy users. Conduct structured virtual communication to collect critical machine data, including machine usage, performance metrics, application details, and service quality feedback driving our Mining For Gold (MFG) program.
Loyalty and Support: Maintain continuous commitment and provide specialized support to heavy Cold Jet users, analyzing, listening, and learning from their experience to inform internal strategy.
Voice of the Customer (VOC) Champion: Be the internal advocate for the customer's voice by using gathered ECaSP data and insights to influence internal decisions related to product improvement, service delivery, and market strategy.
Renewal Management: Proactively manage the renewal process for existing service contracts and Cold Jet Connect subscriptions in close collaboration with the Service department.

Data Research, Analysis, and Internal Enablement

Data Intelligence & Analysis: Conduct comprehensive data research across multiple platforms (Cold Jet Connect, CRM (HubSpot), Business-Intelligence (PowerBI), ERP (Epicor) to segment the Installed Base, identify trends in dormancy, and pinpoint high-potential reactivation targets.
CRM Management: Maintain and update all company and contact data within the CRM (HubSpot) from both a Sales and Service perspective to ensure data integrity.
Market & Competitive Intelligence: Systematically gather, analyze, and report on key market and competitor activities (e.g., competitive blasting machine usage, application insights) specifically derived from the Installed Base.
Sales & Service Enablement: Provide European Sales and Service teams with regular, valuable, data-driven insights (e.g., heavy machine usage, application pain points) to support their strategic communication and territory growth efforts.
Performance Reporting: Provide regular, thorough reports to the Manager detailing the activities, efforts, and key performance indicators (KPIs) accomplished in virtual campaigns and relationship building.

Administrative and Process Support

Proactive portal management (EMEA): Centralized interface management for service, sales, and accounting portals, as well as the active design of virtual customer communication
Territory Support: Collaborate with Service and Sales Managers, feeding them actionable intelligence to help grow their respective territories and contribute directly to exceeding budgeted sales goals.

Position Requirements

Education & Experience

Bachelor’s degree or a completed commercial education.
Minimum of 4+ years of professional experience in a commercially relevant position, such as Inside Sales, Account Management, or Market/Data Research.

Skills and Competencies

Analytical Proficiency: Strong ability to synthesize complex, disparate data from multiple sources (CRM, Business-Intelligence Tools ) into clear, actionable insights and strategic recommendations.
Professional Virtual Communication: Excellent written and spoken communication skills with a strong phone presence, specifically for professional, high-frequency, and persuasive remote customer engagement (phone, email, web).
Resilience and Persuasion: Highly resilient and persistent in outreach, with a persuasive communication style essential for re-engaging customers who are already familiar with Cold Jet but have become dormant.
Technical Literacy: Proficient with business software, particularly CRM systems (HubSpot preferred) , along with strong competency in Microsoft Office Suite (Excel, Word, PowerPoint).
Customer-Centric Mindset (Remote): Deep commitment to gathering and advocating for customer needs via remote channels, understanding that value delivery is key to successful reactivation or increased usage.
Language Skills: Excellent German language skills (spoken and written) are required. Business-level English language skills (spoken and written) are also required. Knowledge of other European languages is a significant advantage.
Proactive & Self-Directed: A highly motivated self-starter with the initiative to independently research and own the virtual reactivation process from initial data analysis through final engagement.
Goal-Oriented: Results-driven with a clear focus on achieving personal and departmental goals related to data collection, customer re-engagement, and account retention.
Assertive and Communicative: Confident in professional communication, capable of conducting structured interviews to extract specific machine and application data from the Installed Base.
Hybrid Work Model: Option for a hybrid work schedule based out of the Munich area (preferred) or Weinsheim office .
Work-Life Balance: Flexible working hours thanks to an attractive flex-time model based on a 40-hour workweek.
Attractive compensation package: Competitive salary package including potential bonus payments
Security: Permanent employment contract offered after a 6-month probationary period.
Financial Future: Long-term financial security through an optional company pension plan.
Further training possibility: Extensive further training opportunities for professional and personal development.
Tools: Professional equipment, including a laptop and smartphone, for business use.
Team Engagement: Invitations to international company events, such as Kick-off Meetings in USA or Europe
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Cold Jet, LLC