Sales Retention Specialist

Job Description

At Glowforge, we help people bring home the future and make it their own. Our printer uses a laser to carve and engrave products from raw materials like wood, leather, acrylic – even cardboard. Take a look and see for yourself. We build magical products to delight our customers, and we do it while taking care of each other. We hire people who are outstanding at what they do, who thrive in tight-knit teams, and who want to make things that make a difference. Together, we've built a product we're incredibly proud of, and the reward has been incredible growth. We work together because we believe in the power of creativity. We believe we can bring about a future where anyone can print anything. We're a remote-first company - just let us know where you prefer to work from! Why we need you Our success as a company is built upon the happiness and delight of our customers. When they face challenges or feel dissatisfied with their Glowforge experience, it's up to us to ensure they see the full potential of our printers and continue enjoying them. This is where your sales expertise as our Customer Success Sales Champion comes in. Your role will be to engage with customers who may be considering returning their Glowforge, understanding their concerns and demonstrating how to make the most of their investment. By showcasing the value of our products and turning potential returns into upsell opportunities, you'll be making a meaningful impact on our future growth and customer satisfaction. Here’s what you’ll be doing - Proactively engaging with customers to address their concerns and identify upsell opportunities that delight customers by helping get them get the most out of their Glowforge ownership experience Utilizing your sales skills and product knowledge to help customers to best utilize their current their - Glowforge or upgrade to a more suitable option. - Collecting detailed feedback from customers seeking to return their products and identifying patterns and improvement opportunities. - Maintaining and updating tracking systems to monitor the progress of your sales and retention efforts, providing regular reports on successes, challenges, and actionable insights. - Collaborating with cross-functional teams (Customer Service, Product Development, Marketing) to align your sales and retention strategies with broader company goals and initiatives. - Documenting comprehensive records of interactions, resolutions, and feedback obtained from customers for future analysis and improvement. You need these qualifications - A proven track record in sales, customer retention, support, or a similar customer-facing role. - A history of exceeding sales quotas with a dedication to providing exceptional service and support. - Comfortable with technology and an ability to interpret data and derive analytical insights. - You've got a reputation among colleagues as a "people whisperer": you have a knack for establishing trust with customers, navigating difficult situations, and leading conflict resolution. - Ability to prioritize, multitask, and work independently in a fast-paced, dynamic environment. Proficiency in CRM software and data analysis tools is preferred. It would be nice if - You have used a Glowforge printer or have hands-on experience with similar products, such as 3D printers, CNC mills, or laser cutter/engravers - You have a background in design or fabrication, using tools like Illustrator, Photoshop, Inkscape, or CAD programs - You are an avid creator or maker, with a strong passion for inspiring others to bring their ideas to life In your cover letter, in addition to whatever you’d like to say, please tell us about the product or feature you’re most proud of in your portfolio. What about it makes you grin from ear to ear? There's one more very important thing. We are an equal opportunity employer. We search for amazing people with a diverse set of backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply - just email us at [email protected]. We'd love to have you join us. Apply for this job