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SONIFI Solutions, Inc. Customer Success Manager in Sioux Falls, South Dakota

Customer Success Manager

3900 W Innovation St, Sioux Falls, SD 57107, USAReq #260

Thursday, March 4, 2021

SONIFI® Solutions prides itself on being the leader in technology solutions for the hospitality and healthcare industries. Today our team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. Working with global brands like AT&T, LG and Samsung and leveraging technology from Google and Amazon. SONIFI's core solutions include: interactive television, streaming, Internet access, Free-To-Guest, and integrations along with unparalleled nationwide technical support and professional services.Proudly, our technology solutions can be found across the world, including all of North America, United Kingdom, Australia, Spain and South Africa. if you thrive in a dynamic environment with challenging, yet rewarding work, we would love to hear from you.

We are looking to add a Customer Success Manager to our team in a full-time, non-exempt position.

As Customer Success Manager, you will be responsible for managing the success of our existing hospitality customer relationships, with a strong emphasis on securing renewals. You will engage customers proactively to ensure that they are successful and satisfied in their use of SONIFI products and services. You will be the primary point of contact for inbound customer concerns and manage customer situations to maximize satisfaction and minimize cancellations. This is a high impact position with rewarding upside for those who excel.

Some of the essential job functions include:

  • Proactively contact existing SONIFI customers to ensure success and satisfaction with current services.

  • Identify concerns or issues that may cause a customer to cancel services with SONIFI, and work with internal teams to actively resolve and rectify.

  • Educate customers on additional products and services to identify and create upsell / upgrade opportunities, and close them as available.

  • Act as primary point of contact for inbound cancellation or churn requests. Manage customer situations and negotiate offers as appropriate to save and extend relationship.

  • Actively negotiate financial / economic terms and offers with customers under guidance from Team Lead.

  • Execute on outreach campaigns to targeted customer cohorts.

  • Prompt follow up to customer requests or needs. Manage workflow to ensure deliverables are met on time.

  • Communicate insights and recommendations to internal teams on what you’re hearing and learning from customer interactions.

  • Document customer cases into internal Salesforce database – promptly, accurately, and consistently.

  • Conduct thorough research of customers as needed (via internal and external sources of data).

  • Identify requisite approvals and contract language necessary to process contract impacting requests.

  • Collaborate with and act as an escalated resource to the Customer Success Specialists related to specific account(s) to promote teamwork, provide coverage and enhance overall productivity and department efficiency.

  • Generate reports and analysis as applicable.

  • Review and proof-read documents for accuracy to ensure quality standards are met prior to materials being sent to customers.

  • All other duties as assigned.

    What you’ll need:

  • 3-4 years’ experience in a customer facing account management, sales or sales support role with heavy phone/email-based interactions.

  • Exceptional interpersonal skills, and an ability to work with both difficult and passive customers.

  • Consultative, solution-oriented approach to building customer relationships.

  • Superb written and oral communication skills.

  • Strong attention to detail and comprehensive documentation of customer cases.

  • Must be prompt and persistent in follow ups.

  • Must be quantitative and capable working and negotiating with customers on pricing and economics.

  • Must have prior experience working with Salesforce CRM or comparable system.

  • Self-motivated with a high drive for achievement and success.

  • Team player with proven ability to collaborate and thrive in a fast-paced environment.

  • Bachelor degree strongly preferred

Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits! We even have an on-site cafeteria and fitness center in our Sioux Falls office!

SONIFI values diversity; we are proud to be an EEO/AA employer: Minority/Female/Disability/Veterans.

If you require assistance in filling out our online application, due to a disability, please contact Human Resources at 605-988-1000.

For more information about Equal Employment Opportunity, please visit: https://www.eeoc.gov/.

Other details

  • Pay TypeHourly

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  • 3900 W Innovation St, Sioux Falls, SD 57107, USA
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