Sales Support Specialist

Job Type
Full-time
Description
SHINE Technologies is seeking a Sales Support Specialist who will ensure the seamless coordination of internal processes that connect our workflows with the customers' needs. The goal is to enhance our ability to serve customers effectively and create a positive customer experience. The position will support both Phoenix LLC's Imaging Services and SHINE's FLARE sales efforts. This position will play a pivotal role in enhancing the quality of our customers' journey with Phoenix and FLARE. The Sales Support Specialist will have touch points during most parts of the sales cycle- from lead generation through completion of the work for the customer.
Specific duties and responsibilities of Sales Support Specialist include, but are not limited to:
Responsible for Lead Management from web inquiries and tradeshows:

• Monitor and retrieve leads, ensuring proper capture in HubSpot.
• Triage leads appropriately for further action.

Responsible for customer administration in our internal systems:

• Manage the SharePoint repository for customer documents.
• Traffic legal agreements using DocuSign.
• Track and manage Purchase Orders (POs), Job Numbers, and Part Numbers to ensure they are correctly entered into NetSuite.

Communication:

• Communicate effectively with customers to facilitate a seamless onboarding experience.
• Serve as a point of contact for customer inquiries and concerns.

Own and facilitate customer visit process:

• Develop SOPs and best practices for organizing customer visits.
• Collaborate with Sales and Marketing to support overall customer experience during visits.
• View each customer visit as a critical sales opportunity and lead efforts to capitalize on it.
• Survey and measure customer satisfaction with their visits to SHINE or Phoenix

Ownership of customer-related documentation and job tracking:

• Ensure accurate and comprehensive documentation of customer-related information.
• Track and monitor the flow of paperwork from NDA through contracting, job tracking, billing, and collections.

Continuous Improvement:

• Work proactively with Sales and Marketing to enhance internal processes and customer experience.
• Identify areas for improvement and contribute to the development of best practices.

Requirements

• Familiarity with CRM tools, HubSpot, DocuSign, NetSuite and other internal systems is a plus. Ability to learn how to use the Salesforce.com customer portal required.
• Excellent organizational skills and a willing to tear down or improve systems that can be improved.
• ~3 years of experience in a relevant position preferred
• High school diploma or equivalent; college degree in business preferred
• Willingness to communicate with customers and build relationships to better understand their business.
• Must be able to work patiently and persistently with parts of the organization that support the business. The ability to know or learn what levers to pull and buttons to push within the organization to better serve customers is imperative.
• Proficient in MS Office (Word, Excel, and PowerPoint)
• Detail-oriented with a commitment to accuracy.

Success Metrics:

• Smooth operation of behind-the-scenes support for customers.
• Efficient and accurate documentation of customer information.
• Positive feedback from customers regarding their onboarding experience, or on-going customer delight.
• Successful organization and execution of customer visits measured by customer feedback.
• Continuous improvement of processes leading to enhanced customer satisfaction.

Eligibility for employment is conditioned on the applicant's ability to qualify for access to information subject to U.S. Export Controls. Additionally, applicant's eligibility may be conditioned based upon meeting the Nuclear Regulatory Commission requirements for access to Safeguards Information, which typically requires a pre-employment drug screen, fingerprinting and criminal background check.
SHINE values diversity in all its forms as a critical component of innovation, which is fundamental to our success. Every member of the SHINE community benefits from the talents and experiences of our peers, from the mutual respect we exercise, and from the responsibility we take for our actions.
SHINE Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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