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Customer Experience Specialist

Soundspace

Soundspace

Customer Service
Posted on Sunday, October 15, 2023

Location:

Soundspace HQ - Indianapolis

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.

Responsibilities:

  1. Sales

    1. Utilize inbound leads to build and maintain a robust pipeline of potential subscribers.

    2. Utilize Hubspot CRM and tools to track leads, manage communication, and prioritize activities.

    3. 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.

    4. Conduct tours with prospective members to highlight the value proposition of Soundspace HQ.

    5. Navigate objections and concerns effectively.

  2. Relationship Management and Post-Sale Support:

    1. Maintain strong relationships with subscribers post-sale to ensure ongoing satisfaction, drive retention, and increase engagement.

    2. Serve as Soundspace expert to address client questions, issues, and challenges promptly and provide resolutions.

    3. Identify opportunities for upselling or cross-selling based on the subscriber’s ‘journey’.

    4. Execute strategies to increase client loyalty, minimize churn, and drive engagement with Soundspace, including personalized follow-ups and retention campaigns.

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.

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.

How to Apply:

Candidates are invited to submit their resume, a cover letter explaining their interest in the role, and any relevant work samples or portfolio pieces. Please submit your application through our online portal here and send an email to richard@soundspace.co ; we will reach out directly if we are interested in scheduling an interview.

Join Soundspace and be part of the revolution in the music industry!

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Example KPI’s for the Role:

  1. Lead Response Time: Aim to respond to 95% of incoming leads within X hours to maximize engagement.

  2. Lead Qualification Rate: Qualify Y% of the inbound leads as potential sales opportunities each month.

  3. Conversion Rate: Achieve a conversion rate of Z% from qualified leads to closed sales within each quarter.

  4. Customer Satisfaction Score (CSAT): Maintain an average CSAT score of X or higher on a scale of 1 to 10, through quarterly surveys.

  5. Revenue Targets: Generate $Y in revenue through inbound sales efforts each month.

  6. Sales Cycle Time: Reduce the average sales cycle time for inbound leads to X days or less.

  7. Retention Rate: Achieve a customer retention rate of Y% within the first six months of acquisition.

  8. Upsell and Cross-Sell Opportunities: Generate $X in additional revenue through upselling or cross-selling to existing customers each quarter.

  9. Inbound Lead Sources: Identify and track the top three sources of inbound leads, with the goal of increasing leads from these sources by Y% each quarter.

  10. Inbound Sales Team Productivity: Ensure that each team member handles X inbound sales inquiries per day and achieves a personal conversion rate of Y%.

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Average Day:

8:30 AM: Start the day by checking emails, CRM for any new inbound leads and reviewing the day’s schedule for sales calls or meetings.

9:00 AM: Quickly analyze the metrics from the previous day to understand which channels are driving the most leads.

9:30 AM: Respond to new inbound leads through emails or calls. Provide information about Soundspace's offerings and understand the needs of the leads.

11:00 AM: Attend a short stand-up meeting with the sales team to share updates and insights regarding inbound leads.

11:30 AM: Prepare for scheduled sales calls or meetings. Customize sales presentations according to the needs of the leads.

12:30 PM: Lunch break.

1:30 PM: Conduct sales calls or meetings with leads who have shown interest. Focus on addressing their needs and showcasing how Soundspace can add value.

3:00 PM: Update CRM with notes and statuses from the sales calls, and schedule follow-ups as needed.

3:30 PM: Work on refining inbound sales messaging and strategies based on insights and feedback from leads.

4:30 PM: Engage with marketing team members to discuss ways to optimize lead generation and to align messaging strategies.

5:00 PM: Wrap up by reviewing progress toward daily KPIs, organizing notes, and planning for the next day.

Average Week:

Monday:

  • Set weekly goals for inbound lead qualification, conversion rates, and revenue.

  • Review the previous week’s performance and identify areas for improvement.

  • Engage with new leads and continue nurturing existing leads.

Tuesday:

  • Execute scheduled sales calls with inbound leads.

  • Work on training or development tasks, such as enhancing product knowledge.

  • Attend an internal meeting with marketing to discuss lead generation strategies.

Wednesday:

  • Review mid-week progress on KPIs and make necessary adjustments.

  • Continue engaging with inbound leads through calls and emails.

  • Begin preparing weekly sales reports to share with the Head of Sales Operations.

Thursday:

  • Continue inbound sales activities.

  • Attend an industry webinar or training to stay updated on market trends and best practices.

  • Gather customer feedback and insights to refine sales strategies.

Friday:

  • Finalize weekly sales reports and insights.

  • Attend a wrap-up meeting with the sales team to discuss the week’s achievements and challenges.

  • Plan for the upcoming week, setting appointments and organizing tasks.

Please note that an Inbound Sales Manager's role can be dynamic and might require flexibility in daily tasks based on lead volume, industry trends, and company priorities. Continuous improvement and adaptability are key attributes for success in this role.