Customer Success Associate

Xenex Disinfection Services Inc.
401(k)
United States, Texas, San Antonio
1074 Arion Circle (Show on map)
Feb 04, 2025
Xenex Disinfection Services is looking for a passionate Customer Success Associate to help further Xenex's competitive edge. Xenex's patented services and solutions help facilities reduce the number of pathogens missed during manual cleaning and reduce environmental contamination. As an employee of Xenex, you will be part of a rapidly growing organization that is changing the way healthcare professionals and many other business leaders think about and manage microbial reduction. We are looking for candidates who are willing to give their all in this role. In exchange for your passion and dedication, we can offer you an entrepreneurial and rewarding environment where employees are highly respected and valued. OVERVIEW The Customer Success Associate (CSA) is a multifaceted role that can be split into multiple functions. One aspect of the role is responsible for development support of the Xenex Standard Operating Plan (SOP). This is done by providing portal updates; troubleshooting rooms, device users, and unit assignments; and providing validation and usage reporting. The second aspect of the role is responsible for building market awareness and supporting new business efforts. As a Customer Success Associate of Xenex you are responsible for one or more of the following: RESPONSIBILITIES Support of the SOP: Implementation Support For User Lists / Secure Room / Unit List Review and share list with AE Secure list from AE Format list as needed for successful upload Load list into Portal Ensure Room Protocols are entered Provide implementation support remotely, as needed (e.g., issues with portal, request for activations, etc.) Validation Support Daily validation of robot usage Report low or no utilization of robot(s) to AE immediately via email, along with a brief report of usage per unit and robot. Weekly validation of progress Schedule Validation Reports weekly, one day prior to AE validation call. Provide AE with a weekly equivalent of our monthly reporting package. Provide AE a summary highlighting any concerns or compliments you have noted. Provide summary error code report and meanings Ensure AE has XCT training schedule if it has not already been scheduled or completed Remind AE to secure standard operating plan target units, establish goals New business support Generates qualified sales leads by understanding existing customers' needs and identifying sales opportunities Analyzes the sales team's SFDC activities to identify trends or areas for opportunity and to ensure consistency in messaging and levels of outreach Prioritize projects for sales and customer success initiatives Resolve issues, conflicts and project bottlenecks as they arise, negotiating effectively Synchronizes with other members of the sales, customer success, customer service and marketing teams to provide a unified buyer's journey Closes certain sales opportunities as identified by Xenex Delivers remote product demonstrations from our corporate headquarters Maintains sales orders in the SFDC system SKILLS REQUIRED Outgoing and self-confident Comfortable making cold calls and talking to new people every day Ability to handle quick-turnaround, high-volume orders or longer-cycle individual orders Excellent verbal and written communication skills; the ability to call, connect, and interact with potential customers Persuasive and goal-oriented In-depth understanding and articulation of Xenex products, history, and industry role Tenacity to handle rejection and persevere with alacrity and positivity when pursuing subsequent prospective customers Knowledge of sales process from qualifying to closing Executes against short and medium length plans and can adapt quickly to change Demonstrable ability to meet deadlines Able to multitask, prioritize, and manage time efficiently Ability to work independently or as an active member of a team Diligent adherence to CRM utilization requirements MINIMUM QUALIFICATIONS Bachelor's Degree preferred Previous experience in a B2B outbound sales environment Proven ability to follow through with the tenacity to handle setbacks Demonstrable ability to overcome objections Minimum of 2 years experience in analyzing data Minimum of 2 years creating data reports from disparate databases, analyzing and interpreting results, and clearly communicating findings to upper level management Advanced MS Excel skills required Strong analytical ability Superb organizational skills and attention to detail Ability to manage multiple projects, reports, and accounts simultaneously without compromising quality Exceptional verbal and written communication skills Excellent customer service SALARY + BENEFITS $50K - $55K Unlimited PTO Medical (CoPay or High Deductible) Ancillary benefits such as Dental, Vision Company paid life Supplemental Life, STD, LTD Critical Illness, Accident, Hospital Indemnity FSA, DCA & HSA Pet Insurance 401k (Traditional & Roth) Wellness Reimbursement AAP/EEO Xenex is an Equal Opportunity Employer. It is our policy to fill vacant positions with qualified candidates without regard to disability, veteran status, age, or other legally protected status assuming an individual can perform the essential functions of the job. Reasonable accommodations will be made on a case-by-case basis to enable individuals with disabilities to perform the essential functions.