Customer Success Specialist - Sales Operations

Curbco LLC / Houston, Texas

Revision 03.15.2022

___________________________________________________________________________

Create awesome experiences for our callers and guests while helping our Customer Success team help customers to be successful!

Are you confident, capable, and professional, able to guide customers to success?

As a CS Specialist, you’ll be speaking with customers and prospects all day long. You’ll ask great questions to learn about their situation and applications for Curbco products and services, then guide them to winning more business and building strong customer relationships.

You get to guide and nurture HVAC contractors, distributors, managed service providers, and manufacturers to become Curbco product lovers and brand advocates!

The Customer Success Specialist executes Curbco’s strategy to maximize Customer Lifetime Value. Areas of focus include driving increased quote conversion, user adoption, and customer satisfaction while reducing customer defections and churn.

The role requires in-depth knowledge of the customers, product portfolio, and product applications. Responsible for managing your portfolio of accounts and contacts to improve the health of Curbco’s quote-to-order process, you’ll systematize and improve processes to convert opportunities from the Acquisition team to closed sales orders for the Fulfillment team. In doing so, you’ll develop brand-building customer experiences that help us to understand exactly what’s needed to satisfy customer needs and leave them coming back for more.

The Customer Success Specialist is primarily responsible for building close Customer relationships, and facilitates the Customer Onboarding process to create tons of value for the Customer quickly and sustainably.

Reports to: Customer Success Manager

About Curbco

At Curbco we’re reinventing our sales and service models to take advantage of a huge trend. HVAC distributors and contractors need to quickly solve their customer’s problems. They require instant information, so we’re building systems to get them the right information at the right time. We’re inviting you to join us in taking our regionally recognized brand in the specialty HVAC curb and curb adapter industry to the nation. This is not just an opportunity to get a job, this is an opportunity to contribute at levels rarely afforded in most companies and to build a career with exciting opportunities.

Location

Our offices are conveniently located in Northwest Houston, near the intersection of Hwy 8 and Houston Tollway and Hwy 249 Tomball Parkway, between Hwy 290 and the Interstate 45 Freeway.

Responsibilities & Tasks

• Sell and Service new and existing Curbco customers

• Enthusiastically engage customers to drive adoption of our industry-leading software solution to quote, order and track their projects

• Take charge of leveraging the CRM system to track activities, schedule follow-ups, generate quotes, track deals, and create orders

• Create awesome experiences for our callers and visitors

• Receive RFQ’s, understand customer requirements, and complete quotations

• Record, monitor and analyze daily activities using CRM and spreadsheets

• Verify and maintain contact and account information in CRM

• Route calls for order status and tracking to other CS specialists

• Participate in training sessions and collaborate to improve process documentation and training materials

• Attend Daily SCRUM meetings and other meetings as requested

• Other assignments as requested by manager

Qualifications & Skills

• 5+ years of relevant experience

• Highly professional phone and email etiquette

• Excellent verbal and written communication skills

• Intermediate computer skills, especially CRM and quotation software.

• Microsoft Office, Google Docs, and other applications