Customer Success Specialist

SONIFI Solutions, Inc.•Sioux Falls, SD

3d•Onsite

About The Position

The Customer Success Specialist provides critical sales and customer support to drive solutions contracts, strengthen relationships with hotel customers, and support revenue growth. This role partners closely with Regional Sales Managers and Customer Success Managers, supporting both pre-sales and post-installation activities across the customer lifecycle. Why This Role Matters This role is a key connector between customers, sales, and internal teams. By ensuring accurate documentation, timely communication, and smooth execution from order through installation, this position directly impacts customer satisfaction, retention, and SONIFI’s ability to grow and scale its hospitality solutions.

Requirements

High school diploma and at least two (2) years of experience in a customer-facing or service-oriented role, or equivalent combination of education and experience
Understanding of sales and sales administration processes preferred
Ability to comprehend and explain contract documentation clearly
Strong data analysis and financial reasoning skills
Technical aptitude and ability to learn SONIFI products and systems
Strong computer skills across CRM and business tools
Ability to work independently, prioritize effectively, and escalate issues appropriately
High level of integrity, professionalism, and customer focus
Excellent verbal, written, and interpersonal communication skills, with the ability to communicate contract and technical information clearly and positively

Nice To Haves

Understanding of sales and sales administration processes preferred

Responsibilities

Support Regional Sales Managers and Customer Success Managers with reporting, documentation, and customer communications across multiple systems and tools
Proactively follow up on outstanding customer documents, open items, and issue resolution
Maintain accurate and timely customer records in CRM systems, including onboarding, account updates, and ownership alignment
Provide day-to-day customer support via email, phone, Teams, and other channels on invoices, contracts, collections, part orders, channel changes, and related inquiries
Partner cross-functionally to ensure a smooth onboarding experience, including documentation, order processing, and installation tracking
Manage and support the Order-to-Installation Process (OIP) to ensure timely and accurate delivery
Assist with lifecycle management activities, including aftermarket product sales and account support
Protect confidential and proprietary SONIFI information in all interactions
Support special projects and initiatives as assigned by leadership
Build foundational knowledge of CPQ and SPT tools and support document review and processing within install workflows
Contribute to continuous improvement of processes and customer experience