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Customer Success Specialist

2 months ago

Norcross, United States INAMAX powered by Ultra Full time

About Us

INAMAX Powered by Ultra is a family of companies that bring innovative, entertaining experiences to retail.
Ultra is a Class B Master License Holder and a provider of Coin Operated Amusement Machines (COAM) to businesses throughout Georgia. Ultra is an exclusive provider of Titan, a reloadable Player Card System that enhances the player experience and reduces friction for the retailer.
INAMAX is a management consulting firm operating multiple gaming and retail companies across several states. We offer retailers the expertise needed to add or improve current terminal gaming operations, such as COAM, VLT, and VGT. We help our partners successfully manage risk while adding a highly profitable revenue stream and leveraging underutilized space.

Position Summary

Our Customer Success Representative’s primary responsibility is to ensure the company meets or exceeds sales expectations with each assigned account location within their territory. A Customer Success Representative is also responsible for developing and maintaining strong customer relationships, connecting with key business executives and stakeholders, and preparing sales reports. This role will also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including product development, operations, and service departments) to improve the customer experience. 
 
This position will require frequent travel throughout Georgia.

Key Responsibilities

  • Actively manage and grow account revenue for assigned accounts in your territory, as this will include a pre-existing customer base 
  • Establish executive-level relationships within your assigned accounts 
  • Maintain regular account contacts to ensure positioning and alignment of INAMAX products and services 
  • Maintain customer satisfaction and serve as the primary point of contact for any customer service issues that arise 
  • Be an expert problem solver and assist with challenging client requests or issue escalations as needed 
  • Train customers and players on products/equipment as needed 
  • Prospect new opportunities, through referrals and net-new locations
  • Understands regional market dynamics, can identify market trends, and adapt engagement strategies 
  • Advocate for and own the customer and player experience, including challenges with current solutions and vendors/partners 
  • Maintain accurate records in our CRM database by making updates or changes daily 
  • Monitoring actual performance against the strategic Account Growth Plan objectives by initiating, overseeing, and following through on proposed solutions for each account’s needs 
  • Clearly communicate the progress of monthly/quarterly performance and initiatives to internal and external stakeholders 
  • Other sales responsibilities as necessary

Qualifications & Experience

  • Bachelor’s degree or equivalent experience 
  • 1+ years of account management, customer success, customer service, or field sales experience with a track record of success 
  • Excellent written and verbal communication skills. Must be a good listener, presenter, and genuine person 
  • Excellent team player with an opportunistic attitude
  • Capable of analyzing data and formulating suggestions to help increase account revenue growth 
  • Proven ability to influence cross-functional teams without formal authority 
  • High Proficiency in Microsoft Office Suite, Microsoft Teams, and CRM software (e.g., Salesforce is a plus) 
  • Must have a valid Georgia driver’s license and clean driving record to drive a company vehicle

Language

  • Other language(s) is highly preferred (i.e., Hindi, Spanish, Korean, etc.)

Benefits

  • Employee-centric culture
  • Competitive base salary plus commission
  • Company car & company phone
  • Merit increases
  • Full benefits package (medical, dental, vision, etc.) with employer contribution
  • PTO: up to 20 days + holidays
  • 401K with company match
  • Opportunity for growth and development