Customer Success & Sales Support Specialist

SUMURI LLC • Magnolia, DE

11d

About The Position

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.

Requirements

• Proven experience in customer service or support, preferably within the technology or digital forensics industries.
• Exceptional verbal and written communication skills with a focus on empathy and clarity.
• Strong organizational skills and the ability to manage multiple customer requests simultaneously.

Nice To Haves

• Familiarity with digital forensics workflows or forensic hardware.
• Experience using CRM systems (e.g., Zoho, HubSpot) to manage customer relationships.

Responsibilities

• 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.
• 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
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed