Sales Success Associate

About the Role:

We are committed to delivering an amazing experience at every step of the customer journey. We take great pride in our 4.9-star product rating, and thousands of happy customers who have become repeat buyers. The Sales Support Associate will play a critical role in providing great customer service in our post-sales experience, working in lock-step with our sales and order management teams, and driving all areas of the organization to prioritize our customers’ needs.

In this role, you will build a broad knowledge of our sales processes, anticipating customer needs and ensuring success by exceeding customer expectations after every sale. The ideal candidate is someone who is customer-obsessed and hungry to learn. With this role as a starting point, there is a clear growth path to take on roles in Sales, Account Management and other revenue driving roles.

About ROOM:

Here at ROOM, we know people are the most important asset in any organization, so we put them first. We design from the perspective of our community, putting ourselves in our customers' shoes to create the space needed to bring their ideas to life. We’ve set out to launch a fast, cost-effective alternative to complex construction with modular, purpose-built architecture that allows teams to shape and then reshape their work environment with ease. 

With offices around the world from New York to San Francisco, London to Berlin, Sydney and beyond, we’re seeking dynamic thinkers and doers to join us in making more room for everyone. ROOM is backed by top investors (Slow Ventures, Lerer Hippeau, and SJF Ventures) and is already building the workplace of tomorrow for over 4,500 customers ranging from budding startups to Fortune 500 companies. We’ve been recognized by Interior Design Magazine as a 2021 NYC x Design Awards Finalist, by Fast Company in its 2020 ‘Most Innovative’ Awards, and named one of the Best Inventions of 2018 by TIME Magazine.

What you'll do:

• Partner directly with our sellers to take on all post-sale activities and ensure customer expectations are exceeded
• Be the primary point of contact for our customers after an order has been submitted
• Handle any inquiries from customers around shipping dates, delivery, installation, and more
• Turn negative experiences into positive ones by quickly resolving product and delivery issues
• Reach out to customers to facilitate proactive order management
• Build product expertise and serve as a resource to customers and sellers for all things product-related
• Collect post-delivery feedback to understand the full customer journey and to identify areas for improvement
• Partner with our operations team regularly on orders and statuses
• Keep our business systems updated with information that will allow our sellers to have more intelligent conversations with customers and our ops teams informed around customer expectations 

Who you are:

Above all else, you are passionate about making customers happy. You are super organized, resourceful in getting things done, analytical in how you set priorities, and won’t rest until a job is done. You are excited by the opportunity to learn new skills, and you are always looking for ways to improve. You work hard to earn the trust of your colleagues, and you are able to build strong relationships with partners and colleagues.

• 1-2 years of experience interfacing with customers and clients
• Strong communication skills, written and verbal
• Has worked with a CRM like Salesforce or Hubspot
• Ability to build strong rapport with customers
• Interest in developing product expertise and being handy
• Hands-on problem solver
• Entrepreneurial spirit: You think creatively, and you are happy to get your hands dirty to get a job done. You're not the 9-5 type.

How we make room for you:

• Health & wellness: Flexible medical, vision, and dental insurance to take care of you and your family.
• Unlimited PTO: Flexible vacation policy to allow you to unplug and recharge whenever you need it.
• 401K: ROOM’s 401K savings program allows you to save for the future with pretax dollars 
• Paid Parental Leave: Up to 12 weeks of 100% paid leave for all eligible employees 
• Commuter benefits: Pre-tax savings that make a difference in your budget and your morning commute.
• Team events: Socially distanced team outings, dinners, and happy hours that inspire new conversations and lead to meaningful relationships.
• Equity: Company stocks to honor your hard work and dedication. 

How we make room for everyone:

Our belief is simple: What makes you different is what allows us to be different. We value diversity not only in terms of race, gender, sexual orientation, and religious background but also in the way you think and approach challenges. We’re committed to creating a work environment where you can be yourself and trust that your voice will be heard. Diversity isn’t something we preach but something we practice every day and taking care of our team is always our top priority.