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Customer Success & Sales Support Specialist
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Job Title: TALINO Customer Success & Sales Support Specialist
Department: TALINO Sales & Support
Reports To: Sales & CRM Manager
FLSA Status: Non-Exempt
Position Overview
The TALINO Customer Success & Sales Support Specialist is a service-oriented professional dedicated to supporting prospective and existing customers through their journey with SUMURI. This role focuses on providing exceptional customer support, communicating complex technical information clearly, and ensuring a high-quality experience throughout the inquiry and purchasing process. The ideal candidate is a relationship-builder who excels at understanding customer needs and providing meticulous attention to detail.
Key Responsibilities
Customer Advocacy & Relationship Management
Serve as a trusted advisor for customers, ensuring their specific needs for TALINO solutions are accurately understood and addressed.- Maintain consistent follow-up with existing clients to ensure satisfaction and provide ongoing support.
- Provide timely and helpful responses to all customer questions, product inquiries, and technical support requests.
- Build and maintain long-term relationships with customers, partners, and resellers to foster a supportive community.
Product Guidance & Consultative Support
Develop a deep understanding of TALINO forensic workstations and compatible software to act as a primary information resource.- Explain configurations and capabilities to both technical and non-technical audiences, focusing on solving the customer's specific challenges.
- Stay informed on industry trends and evolving customer needs to better assist clients in choosing the right solutions.
- Collaborate with internal teams (engineering, production, and support) to ensure customers receive the most accurate and up-to-date information
Support Operations & Order Coordination
Manage the inquiry lifecycle by guiding customers from initial contact through to the delivery of their solution.- Prepare detailed and accurate documentation, including quotations and proposals, with a high degree of precision.
- Coordinate with Production and Logistics teams to track orders and ensure smooth fulfillment for the customer.
- Record all customer interactions in the CRM system to ensure a seamless and personalized service history.
Qualifications
Required: Proven experience in customer service or support, preferably within the technology or digital forensics industries.- Required: Exceptional verbal and written communication skills with a focus on empathy and clarity.
- Required: Strong organizational skills and the ability to manage multiple customer requests simultaneously.
Preferred: Familiarity with digital forensics workflows or forensic hardware.- Preferred: Experience using CRM systems (e.g., Zoho, HubSpot) to manage customer relationships.
What We Offer
Competitive wage and comprehensive benefits package.- Professional development opportunities and specialized technical training.
- A collaborative environment focused on innovation and serving the digital forensics community.
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