Customer Success Specialist

$52,000 - $62,400/Yr

Innersense Organic Beauty - Concord, CA

Full-time - Entry Level

Concord, CA

Personal and Laundry Services

About the position

The Customer Success Specialist at Innersense Organic Beauty plays a vital role in enhancing customer loyalty and satisfaction among existing wholesale customers. This position focuses on building brand visibility, increasing recurring revenue, and ensuring a high-level customer experience through effective communication and collaboration with various internal teams.

Responsibilities

• Lead customer outreach for engagements and new product adoption campaigns
• Utilize NetSuite for outreach, account nurturing, building orders, and task management
• Build synergies with the New Business Development team
• Identify gaps and areas for improvement, find solutions to increase productivity, campaign quality, decrease cost, and streamline timelines
• Determine areas for personal professional development monthly
• Embody corporate Mission, Vision & Values
• Work collaboratively with sales, marketing, education, accounting, and operations teams as needed
• Support education and sales events as needed
• Ensure all existing customers enjoy a high-level of customer experience
• Be an advocate for our customers at every stage of their journey
• Promote programs, promotions, and quarterly merchandising kits to increase brand visibility and revenue
• Manage professional programs and platforms such as Inner Circle Rewards
• Daily outbound phone and email nurturing/development communications to existing customers
• Coordinate and fulfill gratis, samples, and customized requests
• Work with the education department to identify salon educational needs
• Work with the marketing team on the development of sales collateral
• Support Customer Success Manager in focus of Top accounts, Roadmap for Growth planning and other initiatives
• Provide monthly data and sales analytics reports to management
• Meet or exceed recurring sales revenue and retention quota

Requirements

• Strong verbal and written communication skills
• Experience in client facing service functions with internal sales a plus
• Learn and maintain working knowledge of Contivio and Netsuite
• Excellent interpersonal skills and ability to build and maintain long-lasting professional relationships
• Experience with Google G Suite (Gmail, Docs, Sheets, Slides), Microsoft Office (Word, Excel, PowerPoint), and Dropbox

Benefits

• Competitive Compensation
• Medical
• Dental
• Vision
• Parental Leave
• Flexible Spending Accounts
• 401k program with match
• Paid Time Off (including holidays and Volunteer Days)