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Customer Success Account Specialist
2 months ago
The purpose of this position is to support and help drive success within an organization. The Customer Success Account Specialist will be responsible for partnering with the sales team across defined account segments to create and review customer facing documents (Service Orders/Quotes) that a customer would sign to acknowledge a purchase. They will be responsible for ensuring the integrity of the sales order data being entered into our CRM (Salesforce.com). The Customer Success Account Specialist will also be a key business liaison partner with the sales team within their respective account team across designated segment(s). They will be responsible for customer success and work with internal cross-departmental contacts to effectively manage accounts, drive revenue, and improve customer retention. The ideal candidate will have order support including some project management experience working closely with sales teams in a customer success support capacity. Additionally, excellent verbal communication and a passion or interest in supporting and partnering with sales teams, technology and process support/improvement experience is required to perform the role. The individual we are looking for has the complete package – a initiative-taker always striving to be better, full of integrity, exceptional attention to
detail and organization, enjoys collaborating/supporting teammates and loves technology.
Supervisory Responsibilities :
This position has no supervisory responsibilities.
Essential Duties and Responsibilities :
The Customer Success Account Specialist will also be a key business liaison partner with the sales team within their respective account team across designated segment(s)
Responsible for customer success and work with internal cross-departmental contacts to effectively manage accounts, drive revenue, and improve customer retention
Partner with strategic sales team to create and review service orders to be presented to Customers to ensure they are properly documented per Switch requirements and able to be entered into the CRM/Quoting Tool
Assist with Request for Information (RFI), Requests for Quote (RFQ) and Request for Proposal (RFP) and related requests
Learn and utilize and train sales personnel on best practices around the quoting process to ensure accuracy and efficiency
Responsible for resolving quote to cash related issues with Customers, Sales, Professional Services, Order Operations, Billing, Finance and Legal and escalating issues as appropriate
Identify gaps in quoting process and document process improvements to increase efficiencies and resolve gaps
Support period end close processes to ensure quick financial closure and accurate accounting of sales transactions
Resolve identified data issues and have a data integrity mindset
Work with Analytics team to identify new data issues and monitor continuously
Other Duties :
Other duties as assigned
Required Job Skills
:
Detail oriented and process driven
Ability to be a trusted advisor to the Sales team, collaborating on pricing and deal structure
Actively participate in deals and reviews with Sales team members and Management.
Strong written and verbal communication skills
Strong problem solving and collaboration skills
Strong process improvement skills
Organizational skillset
High integrity work ethic and follow through
Ability to work in fast pace and high growth environment with tight deadlines
Data Center Experience preferred but not required.
Ability to work remotely with a stable internet connection on an as-needed basis
Computer Equipment and Software
:
Strong experience with Word, PowerPoint, Outlook, and Excel
Strong experience with Salesforce.com
Experience with Microsoft 365 suite including Teams
Education and Experience :
Education: Associate degree or higher
Experience: 2-4 years of relevant work experience
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.
The employee must frequently lift and/or move up to 10 pounds.
If your position requires you to work in the field and/or warehouse, it is mandatory that you wear approved Personal Protective Equipment.
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