CUSTOMER SUCCESS SPECIALIST

Location

Raleigh, NC area, requiring the candidate to be in or willing to relocate to this area.

About the Job

As a Customer Success Specialist, your primary responsibility is to ensure the satisfaction and success of our customers. You will serve as a point of contact, assisting customers with their inquiries, resolving issues, and providing exceptional support throughout their customer journey. You will collaborate closely with various teams, including sales, product, and technical support, to guarantee a positive customer experience and maximize customer retention.

What You Will Do

Customer Relationship Management:

• Establish and maintain strong relationships with customers, acting as their primary point of contact during implementation.
• Proactively engage with customers to understand their needs, goals, and challenges.
• Regularly communicate with customers to provide updates, gather feedback, and address any concerns or issues.

Customer Onboarding and Training:

• Guide customers through the onboarding process, ensuring a smooth and successful implementation.
• Provide product demonstrations and training sessions to help customers maximize their use of our products/services.
• Assist customers in configuring and customizing the product to meet their specific requirements.

Troubleshooting and Issue Resolution:

• Respond to customer inquiries and troubleshoot technical issues promptly and effectively.
• Escalate complex issues to the appropriate internal teams and follow up on their resolution.
• Collaborate with technical support teams to ensure timely and satisfactory resolution of customer issues.

Renewals and Expansion:

• Proactively engage with customers to identify opportunities for upselling, cross-selling, and contract renewals.
• Work closely with the sales team to drive revenue growth by promoting additional products or services based on customer needs.
• Monitor customer usage patterns and identify potential churn risks, taking proactive measures to mitigate them.

Customer Advocacy and Feedback:

• Act as a customer advocate within the organization, conveying customer feedback, needs, and challenges to relevant teams.
• Collaborate with product management and development teams to relay customer suggestions for product improvements and enhancements.
• Participate in customer success initiatives, such as user groups, customer forums, and customer satisfaction surveys.

What You Need

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in a customer-facing role, preferably in customer success, account management, or customer support.
• Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical users.
• Strong problem-solving and analytical skills, with the ability to identify and resolve customer issues effectively.
• Empathy and patience in dealing with customers, ensuring a positive customer experience.
• Ability to work collaboratively with cross-functional teams and adapt to a fast-paced, dynamic environment.
• Familiarity with customer success platforms, CRM systems, and support ticketing tools is a plus.

What Makes You a Standout

• Experience within the hospitality industry with various Property Management Systems (FOSSE, Opera, OnQ, PEP, Visual Matrix, etc.)
• Presentative training experience with small or large groups
• Driven by providing excellent customer service
• Ability to communicate and train accordingly to the audience and their level of experience
• Knowledge and experience of a variety of computer applications like MS Excel and Powerpoint

A Little About Inn-Flow

One Solution. Built for Hotels. Inn-Flow operates at the intersection of hospitality and technology, dedicated to solving the hotel industry's most familiar challenges, enhancing efficiency, and driving performance. Our comprehensive suite of applications for Accounting, Labor Management, Procurement, and Sales, along with specialized Payroll and Bookkeeping Services, streamline hotel operations. Emphasizing Automation, Integrations, and Visibility, our solutions not only stand strong on their own but also highlight Inn-Flow's core strengths when combined.

Vision: Opening doors to a new era in the hospitality industry where operational mastery, employee satisfaction, and unforgettable guest experiences are made possible through Inn-Flow.

Mission: Our mission is to provide technology solutions that drive operational and financial excellence in the hotel industry, creating the opportunity for owners to invest in growth, employees, guests, and local communities.​

Employee Benefits & Culture

We value the talent and dedication it takes to make Inn-Flow a leader in hotel ERP solutions. We are committed to rewarding our team with premium benefits, including health, dental, vision insurance, generous vacation time, 401k investment and match opportunities, continuing education, and employee discounts at major hotel brands.

Equal Opportunity Employer

Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form.