Full job description
The Customer Success Specialist will play a crucial role in ensuring the satisfaction and success of our customers and authorized resellers by supporting our multi-channel go-to-market including our e-commerce online store. They will be responsible for building strong relationships, providing expert guidance, and delivering outstanding support to enhance the overall customer experience. Using exceptional customer service skills and proven experience in sales, drive impact from pre-sale support through order fulfillment and ultimately customer satisfaction and success. This role is ideal for someone with a passion for customers, coupled with excellent communication and problem-solving skills.
Description
For over 30 years CITC has been enhancing TV and movie productions and live events with artificial snow, fog, haze, bubbles, confetti, and foam. Our equipment and proprietary fluids and expendables have been used to create unique cinematography for major motion pictures, bring excitement to stadium concert and professional sporting events, enhance photography shoots for fashion catalogues, and add magic to amusement and theme park attractions. We are passionate about delivering the most innovative special effects in the industry.
The Customer Success Specialist will play a crucial role in ensuring the satisfaction and success of our customers and authorized resellers by supporting our multi-channel go-to-market including our e-commerce online store. They will be responsible for building strong relationships, providing expert guidance, and delivering outstanding support to enhance the overall customer experience. Using exceptional customer service skills and proven experience in sales, drive impact from pre-sale support through order fulfillment and ultimately customer satisfaction and success. This role is ideal for someone with a passion for customers, coupled with excellent communication and problem-solving skills.
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Essential Duties and Responsibilities:*
Customer Support (Success)
- Addresses and resolves customer issues promptly and effectively, escalating as needed.
- Acts as the main point of contact for all incoming inquiries, ensuring customer satisfaction and loyalty.
- Supports the Product Manager in expanding brand and new product awareness. Participates in all pre-sales activities, including product demonstrations and answering customer queries.
Inside Sales / Prospecting
- Maintains a proactive outbound customer contact process to cultivate customer relationships and follow up on opportunities and order execution.
- Identifies and qualifies leads through various channels, including cold calling, referrals, and networking with existing customers and strategic partners. Tracks and reports sales activities in Zoho CRM.
- Identifies upsell and cross-sell opportunities to maximize customer value and revenue.
Sales Operations
- Data and order entry, invoicing and sales operations reporting, with a sense of timeliness and ensuring the highest-level of accuracy.
- Performs other related duties as assigned.
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Expected Behaviors Aligned with Cultural Values and Anchors:*
- Demonstrates a commitment to “Is Curious, Takes Action” by actively identifying areas for process optimization to enhance the overall customer journey.
- Leverages a learning mindset and “Sets a High Bar” attitude to dive into, and understand the customer journey, analyzing opportunities and increasing the rate of "wins".
- Acting with “Respect and Integrity”, build and nurture strong relationships with customers and resellers to understand their needs and goals.
- “Champion the Silver Falls Way” by gathering “Voice of Customer” feedback regarding their experiences and relay insights to internal teams for continuous improvement.
- Embodies “Teamwork Matters” by working closely with the technical support team to ensure timely resolution of technical challenges.
- Communicates candidly with low ego, attacking the issues and solving problems always with the best interest of the organization and team in mind.
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Minimum Education, Experience and Skills:*
- High school diploma or equivalent.
- More than one year of related experience in customer service, inside sales or customer success.
- Customer Relationship Management (CRM) systems support.
- Excellent cold / warm lead calling skills.
- Strong listening and sales (closing) skills.
- Demonstrated ability to achieve stretch targets, preferably meeting or exceeding sales goals.
- Ability to work collaboratively in a fast-paced, team-oriented environment.
- Optimistic, problem-solving mindset.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
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Preferred Education, Experience and Skills:*
- Associate’s degree.
- Distribution channel sales support.
- E-commerce channel sales support.
- Account Management and support.
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Physical Requirements and Working Conditions:*
- This is a full-time, on-site position. Successful candidate is available to work at our Mukilteo, WA location.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Silver Falls Capital employees enjoy benefits that include comprehensive medical, dental, vision, simple IRA with company match and more!
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About CITC*
CITC leads the industry in creating dynamic and exciting special effects equipment. Our products impress even the most demanding of theatrical designers, show producers, directors, live music & sporting event organizers and other professionals in the entertainment industry.
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About Silver Falls Capital*
CITC Special Effects, BirdBuffer, Omni CleanAir and Sportworks Global are wholly owned subsidiaries of Silver Falls Capital, LLC, a private investment company that is focused on the acquisition and successful operation of businesses for the long term. With decades of hands-on experience running and improving businesses, we bring leadership, business acumen and investments to help companies and their teams achieve full potential.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, marital status, age (over 40), or disability (including AIDS, and cancer-related medical condition)._
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Please note that we are not accepting inquiries from agencies or recruiters for this position._
Salary
$25 - $35 per hour
Job Type: Full-time
Pay: $25.00 - $35.00 per hour
