Account Success Representative

ScentAir is seeking an Account Success Representative to coordinate and execute proactive outbound call and email programs to ensure successful customer onboarding, account setup, and long-term satisfaction.

Requirements

• Execute proactive customer success strategies through outbound calls and emails to verify successful account setup and service activation.
• Confirm customer expectations are met by reviewing product specifications, service performance, and contract details, identifying and resolving gaps or issues.
• Evaluate customer needs and usage patterns, identifying appropriate resources or solutions to ensure account success and satisfaction.
• Address uncovered issues related to account setup, service performance, billing, or product configuration, managing cases through to resolution.
• Proactively educate customers on the benefits, features, and value of ScentAir products and services to reinforce engagement and adoption.
• Identify opportunities within the first six months to enhance customer experience through additional or upgraded services when accounts were undersold or incorrectly specified.
• Collaborate with internal teams to align service features, pricing, value, and contract terms with customer needs and expectations.
• Provide tailored responses that demonstrate urgency, professionalism, and a customer-first mindset while maintaining company values.
• Resolve customer concerns by investigating issues, developing solutions, and ensuring timely follow-up and closure.
• Utilize multiple customer databases and systems to access, update, and maintain accurate account information.
• Support early retention and account growth initiatives by reinforcing value, preventing future cancellations, and optimizing account performance.
• Meet or exceed individual performance goals related to customer satisfaction, successful onboarding, issue resolution, and account growth metrics.