Customer Success Specialist

Customer Success Specialist Specialist

Location: Sioux Falls, SD (Corporate Office)

About SONIFI Solutions, Inc.

For more than 40 years, SONIFI has provided guest technologies and professional services that help hoteliers improve guest satisfaction, simplify operations, and increase revenue. Our innovations have guided the hospitality industry through changes in guest behavior, digital expectations, and connected experiences.

Today, we continue to lead with integrated, smart digital hospitality solutions — including guest Wi-Fi and internet services, interactive TV platforms, entertainment solutions, and device/system integrations.

About the Role

The Customer Success Specialist provides critical sales and customer support to drive solutions contracts, strengthen relationships with hotel customers, and support revenue growth. This role partners closely with Regional Sales Managers and Customer Success Managers, supporting both pre-sales and post-installation activities across the customer lifecycle.

Why This Role Matters

This role is a key connector between customers, sales, and internal teams. By ensuring accurate documentation, timely communication, and smooth execution from order through installation, this position directly impacts customer satisfaction, retention, and SONIFI’s ability to grow and scale its hospitality solutions.

What You’ll Do

• Support Regional Sales Managers and Customer Success Managers with reporting, documentation, and customer communications across multiple systems and tools
• Proactively follow up on outstanding customer documents, open items, and issue resolution
• Maintain accurate and timely customer records in CRM systems, including onboarding, account updates, and ownership alignment
• Provide day-to-day customer support via email, phone, Teams, and other channels on invoices, contracts, collections, part orders, channel changes, and related inquiries
• Partner cross-functionally to ensure a smooth onboarding experience, including documentation, order processing, and installation tracking
• Manage and support the Order-to-Installation Process (OIP) to ensure timely and accurate delivery
• Assist with lifecycle management activities, including aftermarket product sales and account support
• Protect confidential and proprietary SONIFI information in all interactions
• Support special projects and initiatives as assigned by leadership
• Build foundational knowledge of CPQ and SPT tools and support document review and processing within install workflows
• Contribute to continuous improvement of processes and customer experience

What You’ll Need

• High school diploma and at least two (2) years of experience in a customer-facing or service-oriented role, or equivalent combination of education and experience
• Understanding of sales and sales administration processes preferred
• Ability to comprehend and explain contract documentation clearly
• Strong data analysis and financial reasoning skills
• Technical aptitude and ability to learn SONIFI products and systems
• Strong computer skills across CRM and business tools
• Ability to work independently, prioritize effectively, and escalate issues appropriately
• High level of integrity, professionalism, and customer focus
• Excellent verbal, written, and interpersonal communication skills, with the ability to communicate contract and technical information clearly and positively

Why You’ll Love Working at SONIFI
We offer competitive compensation and a comprehensive benefits package, including:

• Health, dental, and vision insurance
• 401(k) with employer match
• Paid time off (PTO) and paid holidays
• Pet insurance
• On-demand pay options
• Professional development and cross-training opportunities

Together, we can build your future. SONIFI is proud to be an Equal Opportunity Employer. We consider all qualified applicants regardless of age, race, national origin, sex, disability, veteran status, or other protected status.

If you require assistance with the online application due to a disability, please contact Human Resources at 605-988-1000. Learn more about Equal Employment Opportunity at eeoc.gov. SONIFI participates in E-Verify.

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