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Retention Specialist Needed Print
Employer: SONIFI Solutions, Inc.
Location: Sioux Falls, SD 57107
Employment Type: Full Time

SONIFI Solutions is a leader in enterprise systems for hospitality and healthcare industries, serving over 1M hotel rooms and 30,000 hospital beds around the world. We enable key customer facing systems such as interactive television, mobility, Wi-Fi Internet, IoT and connected room technology, with unparalleled nationwide support and professional solutions capabilities.

We are looking to add a Customer Success Manager to our team in a full-time, non-exempt position.

Primary Responsibilities

• Proactively contact existing SONIFI customers to ensure success and satisfaction with current services.
• Identify concerns or issues that may cause a customer to cancel services with SONIFI, and work with internal teams to actively resolve and rectify.
• Educate customers on additional products and services to identify and create upsell / upgrade opportunities, and close them as available.
• Act as primary point of contact for inbound cancellation or churn requests. Manage customer situations and negotiate offers as appropriate to save and extend relationship.
• Actively negotiate financial / economic terms and offers with customers under guidance from Team Lead.
• Execute on outreach campaigns to targeted customer cohorts.
• Prompt follow up to customer requests or needs. Manage workflow to ensure deliverables are met on time.
• Communicate insights and recommendations to internal teams on what you’re hearing and learning from customer interactions.
• Document customer cases into internal Salesforce database – promptly, accurately, and consistently.
• Conduct thorough research of customers as needed (via internal and external sources of data).
• Identify requisite approvals and contract language necessary to process contract impacting requests.
• Collaborate with and act as an escalated resource to the Customer Success Specialists related to specific account(s) to promote teamwork, provide coverage and enhance overall productivity and department efficiency.
• Generate reports and analysis as applicable.
• Review and proof-read documents for accuracy to ensure quality standards are met prior to materials being sent to customers.

What you’ll need:

• 3-4 years’ experience in a customer facing account management, sales or sales support role with heavy phone/email based interactions.
• Exceptional interpersonal skills, and an ability to work with both difficult and passive customers.
• Consultative, solution-oriented approach to building customer relationships.
• Superb written and oral communication skills.
• Strong attention to detail and comprehensive documentation of customer cases.
• Must be prompt and persistent in follow ups.
• Must be quantitative and capable working and negotiating with customers on pricing and economics.
• Must have prior experience working with Salesforce CRM or comparable system.
• Self-motivated with a high drive for achievement and success.
• Team player with proven ability to collaborate and thrive in a fast-paced environment.
• Bachelor degree strongly preferred

SONIFI offers a competitive salary, commensurate with experience, and excellent benefits including health, dental, vision, 401K, paid time off, casual dress, onsite fitness facility and cafeteria in our Sioux Falls office, and much more.

Apply today and we’ll review your qualifications to see if you might be the next great member of our team.

SONIFI knows the value of diversity and we are proud to be an EEO employer. Minority/Female/Disabled/Veteran.

Contact Information

SONIFI Solutions, Inc.
3900 West Innovation St
Sioux Falls, SD 57107

Other Information

Category(s): Sales, Customer Service, Business Development
Industry: Other Great Industries
Experience Req.: Yes
Degree Req.: No
Closing Date: 8/9/2018
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