Customer Experience Specialist

Location Soundspace HQ - Indianapolis (On-Site) About Soundspace Soundspace is an exciting platform in the thriving intersection of technology and music. Our mission is to empower the creative middle class. We are devoted to revolutionizing how creators, producers, and consumers engage with the music business, providing a framework for a sustainable and thriving industry. We are passionate about democratizing the creative industries of the world through affordable, reliable, and professional creative spaces. Role Overview As a Soundspace Customer Experience Specialist, you will play a vital role in driving new subscribers and ensuring that our subscribers have a seamless and valuable experience. The Customer Experience Specialist works to cultivate, build, and manage relationships with the subscribers from lead through successful deal closure, to account retention. Your primary responsibility will be to understand, maintain, and cultivate strong relationships with subscribers during the pre and post-sale processes. Main Responsibilities Sales Utilize inbound leads to build and maintain a robust pipeline of potential subscribers. Utilize Hubspot CRM and tools to track leads, manage communication, and prioritize activities. Develop a deep understanding of subscribers’ (potential and existing) needs, pain points, and goals for their subscription through Discovery Calls and consultative communication to make recommendations. Conduct tours with prospective members to highlight the value proposition of Soundspace HQ. Navigate objections and concerns effectively. Relationship Management and Post-Sale Support Maintain strong relationships with subscribers post-sale to ensure ongoing satisfaction, drive retention, and increase engagement. Serve as Soundspace expert to address client questions, issues, and challenges promptly and provide resolutions. Identify opportunities for upselling or cross-selling based on the subscriber’s ‘journey’. Execute strategies to increase client loyalty, minimize churn, and drive engagement with Soundspace, including personalized follow-ups and retention campaigns. Other Responsibilities Develop and implement inbound sales strategies to ensure a seamless customer journey and high conversion rates. Manage incoming leads through various channels, including website inquiries, emails, and social media. Build and maintain a positive relationship with prospects by understanding their needs and offering tailored solutions. Collaborate with the marketing team to align on lead generation strategies and to ensure a consistent brand voice. Track and analyze sales metrics to evaluate the effectiveness of inbound sales strategies. Provide feedback to the product team based on customer insights. Train and mentor team members on best practices in inbound sales techniques. Create and present regular reports on inbound sales performance to the Head of Sales Operations. Qualifications Minimum of 3 years of experience in inbound sales, preferably in the music or tech industry. Proven track record of exceeding sales quotas and optimizing the sales funnel. Exceptional communication and relationship-building skills. In-depth understanding of sales principles and customer service practices. Proficiency in CRM systems and sales analytics tools. Ability to work in a fast-paced environment and manage multiple priorities. A strong passion for the music industry and a desire to drive change. What We Offer At Soundspace, you will be at the epicenter of change in the music industry. This position is both cash and equity compensated, which allows you to have a stake in the company’s success. Here, you have the opportunity to grow, innovate, and make a tangible impact in the lives of musicians and creators. Our commitment to diversity and an inclusive work environment is unwavering. #J-18808-Ljbffr