Job Description
SONIFI® Solutions, Inc., the leader in technology solutions for the hospitality and healthcare industries, is looking to add a Customer Success Manager to the team! The Customer Success Manager is responsible for managing the success of our existing hospitality customer relationships, with an emphasis on securing renewals/upgrades and identifying opportunities to upsell the customer on additional SONIFI services. The CSM will engage customers proactively to ensure that they are successful and satisfied in their use of SONIFI products and services. The CSM will be the primary point of contact for inbound customer concerns and manage customer situations to maximize satisfaction and minimize cancellations.The essential job functions include:
- Proactively contact SONIFI customers to ensure success and satisfaction with services.
- Identify concerns or issues that may cause a customer to cancel services with SONIFI, and work with internal teams to actively resolve and retain customer.
- Educate customers on additional products and services to identify and create upsell/upgrade opportunities, and effectively close deals.
- Negotiate financial/economic terms and offers with customers under guidance from Director.
- Communicate insights and recommendations to internal teams on feedback from customer interactions.
- Promptly, accurately, and consistently document customer cases into Salesforce.
- Generate reports and analysis as applicable.
- Review and proof-read documents for accuracy to ensure quality standards are met prior to sending to customers.
- Manage assigned Sales quota to meet the targets set for both up-front and recurring gross profit.
- Maintain advanced knowledge of SONIFI products as well as current knowledge of industry trends and potential impact on the support business.
- All other duties as assigned.
- High School diploma along with a minimum of four-years’ experience in customer facing account management, sales or sales support role with heavy phone and email-based interactions.
- Four-year degree is preferred along with experience in customer retention.
- Familiarity with contract documentation and modifications required. Team player, highly motivated, highly driven, with strong oral and written communications skills; affinity for customer service and hotel relations.
- Must possess the ability to talk to customers on a variety of complex business issues (contract language, financial analysis, etc.); must exhibit strong motivational and training/educational skills.
- Must possess the ability to identify obstacles that prevent work from being done on a timely basis and develop and recommend solutions to remove these obstacles.
SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.
If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000.
For more information about Equal Employment Opportunity, please visit: https://www.eeoc.gov/.
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