Customer Experience Specialist

Company Overview

Soundspace is an innovative platform operating at the dynamic crossroads of technology and music. Our goal is to empower the creative middle class by transforming how creators, producers, and consumers interact with the music industry. We are committed to democratizing creative industries globally by offering affordable, reliable, and professional creative spaces.

Position Summary

The Customer Experience Specialist at Soundspace is crucial in acquiring new subscribers and ensuring subscribers enjoy a smooth and rewarding experience. This role involves cultivating and managing subscriber relationships from lead generation through deal closure and ongoing account retention.

Key Responsibilities

• Manage inbound leads to develop and maintain a strong pipeline of prospective subscribers.
• Use Hubspot CRM and related tools to monitor leads, handle communications, and prioritize tasks efficiently.
• Gain an in-depth understanding of subscribers’ needs, challenges, and goals through discovery calls and consultative discussions to offer tailored recommendations.
• Conduct on-site tours to demonstrate the value of Soundspace HQ to potential members.
• Effectively address objections and concerns during the sales process.
• Maintain and strengthen ongoing subscriber relationships post-sale to promote satisfaction, engagement, and retention.
• Act as the subject matter expert to promptly resolve client questions, issues, and challenges.
• Identify upselling and cross-selling opportunities aligned with the subscriber’s journey.
• Implement strategies to boost client loyalty, reduce churn, and enhance engagement through personalized follow-ups and retention campaigns.
• Design and execute inbound sales strategies that ensure a smooth customer journey and high conversion rates.
• Handle incoming leads from multiple channels such as website inquiries, emails, and social media platforms.
• Collaborate with marketing to synchronize lead generation efforts and maintain brand consistency.
• Monitor and analyze sales metrics to assess the success of inbound sales initiatives.
• Provide customer-driven feedback to the product team.
• Train and mentor colleagues on best practices within inbound sales techniques.
• Prepare and deliver regular reports on inbound sales performance to the Head of Sales Operations.

Qualifications

• At least three years of inbound sales experience, ideally within the music or technology sectors.
• Demonstrated success in surpassing sales targets and optimizing sales pipelines.
• Exceptional skills in communication and relationship management.
• Solid grasp of sales methodologies and customer service standards.
• Proficiency with CRM platforms and sales analytics tools.
• Capability to thrive in fast-paced environments and juggle multiple priorities.
• A strong enthusiasm for the music industry and a commitment to fostering its evolution.

Compensation and Benefits

This role offers both financial remuneration and equity participation, enabling you to benefit from the company's success. The position presents opportunities for personal growth, innovation, and a meaningful impact on musicians and creators. We value diversity and strive to maintain an inclusive workplace culture.

Location

The role is based on-site at Soundspace headquarters in Indianapolis.

Application Process

Applicants should provide a resume, a cover letter detailing their interest in this position, and any relevant work samples or portfolios. Successful candidates will be contacted directly for interviews.