Customer Success Account Specialist

4 months ago

Las Vegas, United States Switch Full time
General Purpose of the Position:
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 Financial Acumen
  • Strong process improvement skills
  • Organizational skillset
  • Project Management experience a plus
  • 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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