Customer Success Specialist
SONIFI, Sioux Falls, SD, United States
Customer Success Specialist
Location: Sioux Falls, SD (Corporate Office)
About SONIFI Solutions, Inc.
For more than 40 years, SONIFI has provided guest technologies and professional services that help hoteliers improve guest satisfaction, simplify operations, and increase revenue. Our innovations have guided the hospitality industry through changes in guest behavior, digital expectations, and connected experiences.
Today, we continue to lead with integrated, smart digital hospitality solutions including guest Wi-Fi and internet services, interactive TV platforms, entertainment solutions, and device/system integrations.
About the Role
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.
What You'll Do
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
What You'll Need
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
Why You'll Love Working at SONIFI
Health, dental, and vision insurance
401(k) with employer match
Paid time off (PTO) and paid holidays
Pet insurance
On-demand pay options
Professional development and cross-training opportunities
Together, we can build your future. SONIFI is proud to be an Equal Opportunity Employer. We consider all qualified applicants regardless of age, race, national origin, sex, disability, veteran status, or other protected status.
Location: Sioux Falls, SD (Corporate Office)
About SONIFI Solutions, Inc.
For more than 40 years, SONIFI has provided guest technologies and professional services that help hoteliers improve guest satisfaction, simplify operations, and increase revenue. Our innovations have guided the hospitality industry through changes in guest behavior, digital expectations, and connected experiences.
Today, we continue to lead with integrated, smart digital hospitality solutions including guest Wi-Fi and internet services, interactive TV platforms, entertainment solutions, and device/system integrations.
About the Role
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.
What You'll Do
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
What You'll Need
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
Why You'll Love Working at SONIFI
Health, dental, and vision insurance
401(k) with employer match
Paid time off (PTO) and paid holidays
Pet insurance
On-demand pay options
Professional development and cross-training opportunities
Together, we can build your future. SONIFI is proud to be an Equal Opportunity Employer. We consider all qualified applicants regardless of age, race, national origin, sex, disability, veteran status, or other protected status.