Customer Success Specialist

Job Title: Customer Success Specialist

Location: Sioux Falls, SD

About us:

For more than 40 years, SONIFI has provided guest technologies and professional services to help hoteliers improve guest satisfaction, simplify operations, and increase revenue. Our innovations have led the hospitality industry through many changes in guest behaviors, preferences, and technologies – and we continue to lead the way in creating more connected, smart digital hospitality experiences both now and in the future.

SONIFI’s culture of innovation enables us to be one provider who can deliver seamless guest experiences across a variety of solutions, including guest Wi-Fi and internet services, engaging interactive TV platforms, the widest entertainment offering in the industry, and smart device and system integrations.

About the Role:

This is a full-time non-exempt position in Sales Operations, providing superior sales and customer support in securing solutions contracts and enhancing relationships with hotel customers, resulting in increased sales volume and overall customer satisfaction and retention. This position works as a part of a regional team to support pre-sales, post sales/installation and the day-to-day support of new and existing customers. A focus will be placed on life cycle management, aftermarket product sales, account management and pre-sales activities.

Responsibilities:

• Provide support to Regional Sales Managers and Customer Success Managers in assigned region(s)
• Assists in gathering information, generates reports, develops documents and customer communication using multiple systems, forms and templates.
• Proactively follows up on outstanding or incomplete customer documents and/or issues.
• Maintain accurate and timely updates to customer records using the most current CRM tool. This may include onboarding, management group, REIT and account ownership cleanup.
• Provide customer support through multiple vehicles including email, phone, Teams, etc. These interactions can be related, but not limited to invoice, contract, collection questions, part orders, channel changes, etc.
• Partner with assigned teams to ensure a smooth onboarding process for our customers. This includes documentation and order processing/tracking for installation management.
• Manages the Order to Installation Process (“OIP”).
• Assist with special projects and tasks as assigned by those you support as well as your Lead and other members of the management team.
• Demonstrates continuous learning and growth in the position. Must demonstrate Basic knowledge in the interpretation and use of the CPQ and SPT. Demonstrates the basics necessary to review and process documents in the install workbook.
• This job description is not intended to be all-inclusive; other duties are assigned which are in alignment with the position.

Qualifications:

• High School Diploma along with a minimum of two (2) years’ experience in a customer-facing service role, or the equivalent combination of related education and/or work experience.
• Prior knowledge of sales and sales administration procedures is preferred.
• Must have the ability to comprehend and explain contract documentation. Strong data and financial analytical skills are needed.
• Must exhibit good judgment and the ability to work within established guidelines.
• Must have technical aptitude to support SONIFI’s products. Strong and accurate computer skills are required.

Benefits:

We offer a competitive salary and a comprehensive benefits package including health, dental, vision, 401(k) with employer match, paid time off (PTO), flexible work arrangements, professional development opportunities, pet insurance, and on-demand pay. The final salary will be determined based on factors such as experience, education, and location.

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