What are the responsibilities and job description for the Customer Success Specialist position at Orange Photonics, Inc.?
Job Title: Customer Success Specialist
Hours: Full-Time, Bonuses & Benefits Package
Options Eligible: Yes
We are looking for a motivated individual to spearhead Customer Success and Account Development. This role requires a unique blend of technical and customer-facing skills to generate new business and service revenue from existing customers. High customer satisfaction is a companywide commitment and this individual is pivotal in those efforts.
Key Responsibilities:
- Owns and manages the growth and support for all assigned customers both domestically and internationally.
- Account Development - Develops accounts and opportunities by building relationships, checking the customer’s buying history and suggesting new or related products.
- Customer Onboarding Management – Introduces resources, schedules training and closely monitors and supports the first 30-days of ownership.
- Customer Account Success - Facilitate account check-in conversations, quarterly calls, schedule retraining dates, identify account revenue opportunities and build network for referrals.
- Basic Technical Support - Address Level 1 support issues and escalate to Technical Support as needed, log all support issues in Salesforce, monitor technical support ticket progress and support customer updates.
- Transfer/enter complete order information into fulfilment system and communicate fulfilment to customer.
- Updates job knowledge by studying new product descriptions and participating in educational opportunities.
- Facilitate proactive (outbound) customer communications.
- Manage reactive (inbound) customer communications and triage for team.
- Works closely with Sales Team to understand buying patterns and market changes.
Skills & Qualifications:
The ideal candidate has a technical and customer support background.
- Experience in account development, inside sales or customer support.
- Proficient with Salesforce.
- Ability to utilize UPS for domestic and international shipments.
- Knowledge of analytical instrumentation and/or chemistry a plus.
- BA/BS technical degree preferred but not required.
- Self-starter, highly motivated and self-managing.
- Proven ability to articulate the distinct aspects of products and services.
- Excellent listening, verbal and written communications skills.
About Orange Photonics
We are a New Hampshire technology company bringing cutting edge analytical technology to companies within the rapidly evolving cannabis industry. We offer a robust benefits package which includes health coverage, dental coverage, paid time off and equity participation to eligible employees. If you work for Orange Photonics you will have the chance to have freedom and incentive to impact product offerings, customer satisfaction and company infrastructure development. Apply today! Email careers@orangephotonics.com.