Customer Success Specialist

3 days ago

Concord, California, United States Innersense Organic Beauty Full time
About Innersense Organic Beauty

We're a global leader in hair care, dedicated to providing safe, sustainable, and cruelty-free products that deliver pure performance and salon-quality results. As a B-Corp certified company, we're committed to a path of integrity, transparency, and wellbeing for people and the planet.

Job Summary

We're seeking a highly organized and detail-oriented Customer Success Specialist to join our team. As a key member of our Customer Success team, you'll interface directly with existing wholesale customers to build brand loyalty and retention, customer appreciation and satisfaction, enhance brand visibility, and ultimately increase recurring revenue.

Key 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
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
What We Offer

We offer a competitive compensation package, including a target salary range of $25-$30 per hour plus annual bonus. We also offer a generous benefits package, including medical, dental, vision, parental leave, flexible spending accounts, 401k program with match, paid time off, and volunteer days.

We're an equal opportunity employer and value a culture of inclusion and diversity within our workforce. We're 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.

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