What are the responsibilities and job description for the Customer Success Representative position at Innovative Refrigeration Systems, Inc.?
Innovative Refrigeration Systems, Inc. is looking for a proactive and service-oriented Customer Success Representative in Lyndhurst, VA. This position supports customers who use our Software as a Service (SaaS) products, ensuring they are onboarded effectively, trained thoroughly, and fully supported throughout their journey with us.
Innovative Refrigeration Systems, Inc. is a premier custom design build contractor for industrial refrigeration systems, providing design, fabrication, construction, commissioning, and service in-house.
Job Role: The Customer Success Representative (CSR) acts as the primary advocate for customer satisfaction after the sale has been closed. This position facilitates onboarding, delivers training, and manages customer relationships for our SaaS products. The CSR will take initiative to ensure customers are achieving success and are satisfied with their software experience.
Key Duties
In addition to a competitive base salary, we offer a robust benefits package:
Innovative Refrigeration Systems, Inc. is a premier custom design build contractor for industrial refrigeration systems, providing design, fabrication, construction, commissioning, and service in-house.
Job Role: The Customer Success Representative (CSR) acts as the primary advocate for customer satisfaction after the sale has been closed. This position facilitates onboarding, delivers training, and manages customer relationships for our SaaS products. The CSR will take initiative to ensure customers are achieving success and are satisfied with their software experience.
Key Duties
- Serve as the primary point of contact for clients following the sale of SaaS products
- Manage the full customer lifecycle: onboarding, implementation, adoption, satisfaction, and retention
- Conduct activation webinars for new clients
- Schedule and coordinate software training sessions
- Respond to customer support tickets and follow up on resolutions
- Analyze customer engagement metrics to guide outreach
- Build lasting client relationships as a trusted advisor
- Conduct regular account health checks
- Reach out quarterly to clients to identify new opportunities
- Work cross-functionally with departments to assist customers
- Support Sales in upselling additional products to existing clients
- Collaborate with colleagues on software and non-software-related client needs
- 2 years of general customer service experience preferred
- Professional communication skills via phone and email
- Proficiency in Microsoft Office Suite, internet research, and data entry
- Familiarity with CRM or helpdesk tools (Salesforce, HubSpot, etc.) is a plus
- Detail-oriented and capable of handling multiple tasks
- Strong verbal and written communication
- Excellent problem-solving skills
- Able to work independently and as part of a team
- Must be able to remain in a stationary position (seated or standing) for extended periods
- Occasionally, you may need to lift or carry items up to 25 pounds (e.g., office supplies, small equipment)
- Previous experience in a SaaS customer-facing role
- Background in coaching, training, or teaching
In addition to a competitive base salary, we offer a robust benefits package:
- Retirement plan; company matches dollar for dollar up to 15%
- Health insurance; company pays 75% of the premiums for employee/family
- Dental insurance
- Vision insurance
- Weekly pay
- Competitive vacation & holiday pay
- Supplemental insurance available (Aflac)
- Short-term & long-term disability coverage
- Accidental death/dismemberment coverage after one year of employment
- Life insurance coverage after one year of employment
- Employee referral incentives
- Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
- Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions