Customer Success Specialist

Intelligent Mobile Support

Intelligent Mobile Support

Customer Service, Sales & Business Development
United States
Posted on Friday, June 7, 2024

Company Overview

Intelligent Mobile Support is a high growth mobile app company offering a dynamic new way to help HVAC contractors sell to homeowners. Our market leading sales app, Sales Builder Pro, has seen explosive growth with its proven track record of helping contractors sell more in less time. With Sales Builder Pro in-home service providers such as local HVAC contractors are better able to communicate their value proposition, configure, price and finance HVAC equipment, accessories, and service plans faster than ever before.

Our digital sales technology

  • Enables field sales representatives (HVAC Comfort Consultants) sell more in less time, so contractors can grow their business;
  • Increases contractor profitability by reducing part runs, job rollovers, and callbacks;
  • Provides consumers more choice in equipment selection, payment plans to meet their budget, and a hassle-free installation;
  • Helps wholesale distributors of HVAC equipment sell more to contractors;
  • Helps Original Equipment Manufacturers (OEMs) sell more to distributors;

Thus, we serve the entire HVAC value chain from OEM, to distributor, to contactor, and ultimately to the consumer.

In addition to offering a cutting-edge solution to our customers, our company strives to offer opportunity and a great working environment to our employees. We have a friendly culture, a small tight knit team-oriented atmosphere, the opportunity to work remote, and for our employees to have a major impact on our customers and the organization overall.

Position Description

We are seeking a Customer Success Specialist to own the implementation and maintenance for assigned customer accounts. Reporting to Melissa Sell and working with the Customer Success team and the Onboarding team, the ideal candidate should possess strong Microsoft Excel skills, attention to detail, an ability to seek after information that may not be readily available, and a proven ability to work well in a team environment.

Essential Job Duties:

  • Own the implementation process for assigned customer accounts;
  • Prioritize your work. Typical customer implementation requires about 2 days of effort, spread over several weeks. Thus, you will manage several customer projects at one time;
  • Gather customer information from a variety of sources including Excel and PDF. Your role will involve manipulation of spreadsheets to extract the data we need and import it into our cloud;
  • Troubleshoot data gaps or inconsistencies, maintain data for clients over time as changes come into play, as well as complete data entry tasks;
  • Act as the main point of contact for customer inquiries and troubleshooting - field initial calls to identify an unmet need, fix it or escalate as appropriate.

In addition to owning specific customer relationships, you will partner with the entire team and specifically with:

  • Our onboarding specialists who gather initial data from the client and set up the account and then hand the customer over to you for implementation.
  • Our training specialist who helps the customer learn how to use our app.

Minimum Qualifications:

  • College degree or equivalent work experience;
  • 2+ years product-related project coordination experience, ideally in software and/or B2B or consumer technology product environment;
  • HVAC industry experience a major plus;
  • Stable work history.

Knowledge, Skills, Abilities Preferred:

  • Proven Microsoft Excel mastery with experience using advanced formulas;
  • Proficiency in managing and prioritizing multiple projects and deadlines simultaneously;
  • Ability to decipher and organize large amounts of data;
  • Excellent interpersonal and communication skills, both written and oral;
  • Strong time management skills;
  • High degree of comfort with technology and CRM tools - HubSpot a plus;
  • Attention to detail a must;
  • Excellent problem solving and analytical skills;
  • Team-oriented but comfortable with working individually on projects;
  • Professional in nature, reliable and punctual;
  • Organized, focused and persistent;
  • Flexible, adaptable, and dedicated.

Personal & Professional Qualities

The successful candidate will possess a wide range of personality traits, work habits, communication, and social skills necessary to work effectively within the Intelligent Mobile Support environment. Our culture is flexible, yet intense due to our growth, and requires a great deal of accountability from our team. This person must possess both personal and professional integrity, strong communication skills and a desire to succeed in a challenging environment.

We strive to hire employees who:

  • Have an interest in creating value for our customers and for the organization as a whole;
  • Are open and honest;
  • Have a willingness to have fun and keep a sense of humor;
  • Will work hard and give it their all every day;
  • Are willing to be adaptable, creative and are comfortable with the ambiguity that surrounds a young, rapidly growing company.