Customer Success Specialist

2 months ago

Concord, United States Innersense Organic Beauty Full time

Who We Are

Everyone has their own journey. For Greg and Joanne Starkman, their path was illuminated by their love for family, health and beauty for people and the planet. When the seasoned beauty professionals were learning to navigate busy careers and raising a family with a special-needs daughter, the most memorable advice they received was, “trust your inner sense."


Fueled by passion, personal purpose and a call to service, the visionary couple founded Innersense Organic Beauty in 2005, bringing the highest quality organic ingredients and pure actives to professional hair care.


Innersense Organic Beauty is an award-winning global leader in hair care with a complete range of safe, sustainable, and cruelty-free products that deliver pure performance and salon-quality results. As a B-Corp certified company, Innersense is committed to a path of integrity, transparency and wellbeing for people and the planet.


Customer Success Specialist

The Innersense Organic Beauty Specialist, Customer Success is a key member of the Customer Success team who interfaces directly with existing wholesale customers to build brand loyalty and retention, customer appreciation and satisfaction, enhance brand visibility and ultimately increase recurring revenue.


This position requires organization, creativity, experience, self-directed execution, and to be detail oriented. This person will approach challenges with curiosity and tenacity, has strong written and communication skills, enjoys interacting with internal departments and is capable of multitasking and managing dozens of open projects simultaneously.


Responsibilities:

  • Lead customer outreach for engagements and new product adoption campaigns
  • Utilize NetSuite for outreach, account nurturing, building orders, and task management.
  • Build synergies with the New Business Development team.
  • Identify gaps and areas for improvement, find solutions to increase productivity, campaign quality, decrease cost, and streamline timelines.
  • Determine areas for personal professional development monthly.
  • Embody corporate Mission, Vision & Values.
  • Work collaboratively with sales, marketing, education, accounting, and operations teams as needed.
  • Support education and sales events as needed.
  • Other duties as assigned.


Account Management:

  • Ensure all existing customers enjoy a high-level of customer experience.
  • Be an advocate for our customers at every stage of their journey, from driving new engagement, gathering product feedback, and ensuring Inner Circle renewals.
  • Promote programs, promotions, and quarterly merchandising kits to increase brand visibility and revenue.
  • Manage professional programs and platforms such as Inner Circle Rewards.
  • Daily outbound phone and email nurturing /development communications to existing customers.
  • Coordinate and fulfill gratis, samples, and customized requests.
  • Work with the education department to identify salon educational needs.
  • Work with the marketing team on the development of sales collateral.
  • Support Customer Success Manager in focus of Top accounts, Roadmap for Growth planning and other initiatives.
  • Provide monthly data and sales analytics reports to management.
  • Meet or exceed recurring sales revenue and retention quota.


Skills and Requirements:

  • Strong verbal and written communication skills.
  • Experience in client facing service functions with internal sales a plus.
  • Learn and maintain working knowledge of Contivio and Netsuite
  • Excellent interpersonal skills (written and verbal) and ability to build and maintain long- lasting professional relationships.
  • Experience with Google G Suite (Gmail, Docs, Sheets, Slides) Microsoft Office (Word, Excel, Powerpoint), and Dropbox.


This is a regular, full-time, hourly, in-office position located at our headquarters in Concord, California.

You must be available to work during business hours: Monday – Friday, 8:30-5:00P PST and may occasionally require extended hours during weekdays and weekends.


Target Salary Based on Experience

The standard range for this position is $25-$30 per hour plus annual bonus.

Compensation offered will be determined by factors such level, job-related knowledge, skills, experience, and competitive bonus achievement. Certain roles may be eligible for variable compensation and benefits.



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Innersense Organic Beauty offers a generous benefits package that includes: Competitive Compensation, Medical, Dental, Vision, Parental Leave, Flexible Spending Accounts, 401k program with match, Paid Time Off (including holidays and Volunteer Days) for all eligible employees. Applicants must be at least 18 years old to apply.


Innersense Organic Beauty is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, race, and any other characteristic protected by State and Federal law.


We thank you for your interest in a career opportunity with Innersense Organic Beauty. Due to high volume, only those applicants selected for an interview will be contacted.

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