Strategic Account Specialist

TEEMA; Las Vegas (NV); Remote; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Strategic Account Specialist, where you will play a crucial role in supporting sales executives and enhancing customer satisfaction. This dynamic position involves managing customer inquiries, processing sales orders, and collaborating with internal teams to ensure smooth operations. With a focus on customer service excellence, you will help drive business growth while maintaining detailed records and ensuring timely fulfillment of orders. If you have a passion for customer relations and a knack for problem-solving, this role offers a fantastic opportunity to make a significant impact in a collaborative environment.

Qualifications

• 3-5 years of experience in sales, customer service, or related roles.
• Familiarity with CRM tools and ticketing systems is essential.

Responsibilities

• Support sales account executives and manage customer inquiries.
• Create and manage fulfillment tickets for customer orders.
• Strive for excellent customer satisfaction through effective communication.

Skills

Customer Service

Communication Skills

Problem-Solving

Sales Support

Education

High School Diploma

Bachelor’s Degree

Tools

CRM Software

Microsoft Office Suite

Salesforce

Dynamics

Zoho

ServiceNow

Job description

Job Title: Strategic Account Specialist
Job ID: 76041
Location: Las Vegas, Nevada

Overview:
This position is responsible for supporting the sales account executives to ensure a smooth sales order process for key customers. The responsibilities of this position include answering customer questions, managing customer account records, crafting new sales orders, and performing customer change and renewal management including the creation of fulfillment tickets in the CRM tool. This position collaborates closely with the sales team to manage a strategic book of business to enhance customer satisfaction and drive business growth.

What you will be doing:

1. Customer Inquiries:
   1. Assist with customer account inquiries via email, phone, or chat.
   2. Provide accurate and timely responses to customer questions regarding products, services, procedures, and policies.
   3. Understand and document issues and guide customers toward support teams to ensure effective solutions.
2. Sales Account Executive Support:
   1. Participate in customer calls and meetings as requested by sales account executives.
   2. Collect detailed requirements from customers to tailor quotes and ensure accurate documentation of customer specifications.
   3. Collaborate with pricing and product teams to create quotes aligned with company targets.
3. New, Change & Renewal Orders:
   1. Collaborate with internal teams (such as sales, project managers, and operations) to create sales quotes, secure signature, and process orders.
   2. Update customer orders based on requested modifications, cancellations, or adjustments.
   3. Ensure accurate documentation and communication of changes to relevant stakeholders.
4. Fulfillment Ticket Creation:
   1. Create and manage fulfillment tickets for customer orders.
   2. Coordinate with project and installation teams to ensure timely fulfillment. Monitor ticket status and follow up with customers as needed.
5. Customer Satisfaction:
   1. Strive for excellent customer satisfaction by addressing concerns empathetically and professionally.
   2. Maintain a positive and helpful attitude during interactions with customers and coworkers.
   3. Escalate complex issues to senior support staff or sales account executives as needed.
6. Record Keeping:
   1. Maintain detailed records of customer interactions, inquiries, orders, and resolutions.
   2. Use CRM software to track customer history and update relevant information.

What you must have:

1. Familiarity with CRM software and ticketing systems (e.g. Salesforce, Dynamics, Zoho, ServiceNow)
2. Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
3. Stable internet connection to work remotely on an as-needed basis
4. Education: High school diploma or equivalent (Bachelor’s degree preferred)
5. Experience: 3 – 5 years of relevant work experience with previous experience in sales, customer service, call center, or related roles