Customer Support & Success Specialist

Innovative Refrigeration Systems, Inc. is looking to place an energetic, results-oriented Customer Support & Success Specialist in Lyndhurst, Va. The customer Support & Success Specialist will act as the primary advocate for ongoing wellbeing of the customer after the sale has been closed. This person will facilitate and manage the onboarding process, any support issues that arise, work with the staff to conduct training on our products, and ensure full implementation of any software. This role will act with autonomy to ensure that customers are fully satisfied with the product and continue to use Innovative software into the future.

This is an entry-level position that will transition into a commissioned account manager role within 12-18 months from the time of hire with proper progression.

Why work for us? We can offer you a career path and training to advance your career to the next level! We offer competitive salary, full benefits, substantial retirement packages (15% dollar for dollar match!). Simply put, we are looking to invest time and money into developing the most elite team in the ammonia refrigeration industry. If you want to be the best in the business, this position is for you!

Training: At Innovative, we invest in our employees. As a new hire for our sales department, you will receive the training needed to succeed in your role. This will include: Purchasing/vendor training, cold call/email training, training on our various software packages, product webinar training, and general refrigeration training.

Innovative Refrigeration Systems, Inc. is a locally owned, premier custom refrigeration system company that strives to provide a one-stop shop for our valued customers. We are proud to provide everything from custom designed refrigeration systems to upkeep and maintenance for our clients. Because of our continuous growth, we are looking for qualified, dedicated, passionate new teammates who share our drive and vision.

About the Position:

• Job Security: Long-term, permanent position with benefits
• Weekends off!
• Weekly pay

Key Duties:

• Act as primary point of contact for customers following sales of Innovative software
• Manage onboarding, support, service, and implementation of all new software
• Conduct activation webinars for any newly built instances on Innovative software
• Actively coordinate software training sessions to increase engagement and comprehension
• Address any support tickets for customers and follow-up to ensure problems are resolved
• Conduct quarterly health checks for all accounts
  • Working with the sales team, reach out to all customers at least once a quarter to see if any problems are being encountered, engage the team, and find opportunities for new products to be implemented
  • Includes quarterly software messages to end users that cover recent improvements and upcoming updates
• Manage customer renewal process and retention and work to mitigate churn among existing customers
• Work with sales team to up-sell products to existing customer base
• Manage new product feature requests with sales and engineering teams
  • This will role be customer facing and will be the first person to know of feature requests as they arise. Customer success will be uniquely equipped to manage feature requests as they come in and partner with the development team.
• Collaborate with support staff to facilitate the exchange of customers whose needs extend beyond the sales department
• Other tasks as assigned by management

Requirements:

• Bachelor’s Degree in business related field preferred.
• 1+ years of general sales experience preferred.
• Good phone presence and ability to engage with customers over phone and through email. Professional email etiquette is a must.
• Strong computer skills to include Microsoft Office Suite, internet research, and database entry.  Knowledge of Salesforce, Hubspot, or other CRM software a plus.
• Detail-oriented with the ability to multi-task
• Excellent verbal and written communication skills
• Strong problem solving skills
• Deadline driven
• Must be able to work in a team environment but also independently with little supervision
• Must be available to work 45-50 hour work weeks

Benefits:

• Health Insurance - Company pays 75% of the monthly premiums for employees and their families
• Dental Insurance
• Vision Insurance
• Competitive vacation & holiday pay
• Supplemental insurance available (Aflac)
• 401(k) Retirement Plan - Company matches dollar-for-dollar up to 15%
• Short-term and Long-term disability
• Accidental death/dismemberment
• Life insurance
• Employee referral incentives
• Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
• Discounts on cell phone plans, rental vehicles, and other company discounts (if applicable)
• Travel, travel time, lodging, and per diem company paid