Customer Success Specialist, CITC

Unclassified - Mukilteo, WA

Full-time - Entry Level

Mukilteo, WA

About the position

The Customer Success Specialist at CITC plays a vital role in ensuring customer satisfaction and success across various channels, including our e-commerce online store. This position is essential for building strong relationships with customers and authorized resellers, providing expert guidance, and delivering outstanding support to enhance the overall customer experience. The ideal candidate will possess exceptional customer service skills and proven sales experience, driving impact from pre-sale support through order fulfillment and ultimately ensuring customer satisfaction and success. In this role, the Customer Success Specialist will address and resolve customer issues promptly and effectively, acting as the main point of contact for all incoming inquiries. They will support the Product Manager in expanding brand and new product awareness, participate in pre-sales activities such as product demonstrations, and answer customer queries. The specialist will maintain a proactive outbound customer contact process to cultivate relationships and follow up on opportunities and order execution. They will also identify and qualify leads through various channels, including cold calling, referrals, and networking with existing customers and strategic partners. Additionally, the role involves tracking and reporting sales activities in Zoho CRM, identifying upsell and cross-sell opportunities to maximize customer value and revenue, and performing data and order entry, invoicing, and sales operations reporting with a focus on accuracy and timeliness. The Customer Success Specialist will embody the company’s cultural values by demonstrating curiosity, taking action, and fostering teamwork, while also communicating candidly and respectfully with customers and internal teams.

Responsibilities

• Address and resolve customer issues promptly and effectively, escalating as needed.
• Act as the main point of contact for all incoming inquiries, ensuring customer satisfaction and loyalty.
• Support the Product Manager in expanding brand and new product awareness.
• Participate in all pre-sales activities, including product demonstrations and answering customer queries.
• Maintain a proactive outbound customer contact process to cultivate customer relationships and follow up on opportunities and order execution.
• Identify and qualify leads through various channels, including cold calling, referrals, and networking with existing customers and strategic partners.
• Track and report sales activities in Zoho CRM.
• Identify upsell and cross-sell opportunities to maximize customer value and revenue.
• Perform data and order entry, invoicing, and sales operations reporting with a sense of timeliness and ensuring the highest level of accuracy.
• Perform other related duties as assigned.

Requirements

• High school diploma or equivalent.
• More than one year of related experience in customer service, inside sales, or customer success.
• Experience with Customer Relationship Management (CRM) systems.
• 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.

Nice-to-haves

• Associates degree.
• Experience in distribution channel sales support.
• Experience in e-commerce channel sales support.
• Experience in account management and support.

Benefits

• Comprehensive medical insurance
• Dental insurance
• Vision insurance
• Simple IRA with company match
• Additional benefits as specified.