Account Success Representative

ScentAir delivers billions of lasting impressions for customers around the globe every year. Our cutting-edge scent delivery solutions are tailored for diverse business environments, including restaurants, health care offices, airports, senior living facilities, apartment and multi-unit housing, retail stores, real estate (both commercial and residential), and health clubs and spas. The potential applications are truly limitless! We are the pioneers and innovators in the field, and are proud to be the global leader in Scent Marketing!

Our impressive roster of clients features industry giants such as Disney World, Sea World, IHG, Aria Resort and Casino, MGM Grand, Marriott, Hilton, Winmark Brands, Westin Resorts, and Greystar Properties, among many others.

Account Success Representative

This position coordinates and executes proactive outbound call and email programs to ensure successful customer onboarding, account setup, and long-term satisfaction. The Account Success Representative (ASR) verifies that new and existing customers are properly set up, fully understand the value of their ScentAir products and services, and resolves any uncovered issues that may impact account success.

This role serves as a key customer advocate, re-energizing the customer experience through clear communication, sound judgment, and timely follow-up. The ASR acts in both the customer's and the company's best interests to drive early retention, account optimization, and long-term customer value, supporting overall company goals and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Execute proactive customer success strategies through outbound calls and emails to verify successful account setup and service activation.
• Confirm customer expectations are met by reviewing product specifications, service performance, and contract details, identifying and resolving gaps or issues.
• Evaluate customer needs and usage patterns, identifying appropriate resources or solutions to ensure account success and satisfaction.
• Address uncovered issues related to account setup, service performance, billing, or product configuration, managing cases through to resolution.
• Proactively educate customers on the benefits, features, and value of ScentAir products and services to reinforce engagement and adoption.
• Identify opportunities within the first six months to enhance customer experience through additional or upgraded services when accounts were undersold or incorrectly specified.
• Collaborate with internal teams to align service features, pricing, value, and contract terms with customer needs and expectations.
• Provide tailored responses that demonstrate urgency, professionalism, and a customer-first mindset while maintaining company values.
• Resolve customer concerns by investigating issues, developing solutions, and ensuring timely follow-up and closure.
• Utilize multiple customer databases and systems to access, update, and maintain accurate account information.
• Support early retention and account growth initiatives by reinforcing value, preventing future cancellations, and optimizing account performance.
• Meet or exceed individual performance goals related to customer satisfaction, successful onboarding, issue resolution, and account growth metrics.

QUALIFICATIONS

• Bachelor's Degree or 1+ years of relevant work experience
• Excellent computer skills, experience with Outlook and CRM systems
• Demonstrated ability to multi-task
• Demonstrated to thrive in a high-change, often ambiguous business
• Higher Education degree preferred, HS diploma or relevant work experience required
• Effective communication skills
• Excellent interpersonal skills to work effectively with teams throughout the organization
• Excellent ability to persuade others through indirect influence
• Demonstrated ability to seek out and seize opportunities and take initiative with little or no direction
• Demonstrated ability to establish collaborative customer relationships in a fast-paced environment
• Demonstrated capacity to thrive in a high-change, often ambiguous business
• Knowledge of Salesforce is a plus.

WHAT YOU BRING:

• Self-Sufficient
• Reliable
• Excellent Communicator
• Problem Solver
• Organized
• Being Coachable

PHYSICAL DEMAND

While performing the duties of this job, the employee is frequently required to sit, use hands to operate a computer and calculator, and talk or hear. The employee is occasionally required to stand; walk, reach with hands and arms, climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The position is located inside ScentAir's headquarters building in Charlotte, NC. The noise level in the work environment is usually quiet. Some occasional travel may be required.

Additional information

In the United States, ScentAir requires that applicants provide authorization and consent to a background check and a drug screen to continue in the selection process. All employment offers are contingent on meeting our background check standards and successful passing of required drug tests. If hired, you will be required to provide documentation indicating your legal right to work in the U.S which may be verified through ScentAir's participation in the E-Verify program.

As an Equal Opportunity and Affirmative Action employer, ScentAir provides an environment that promotes individual recognition and achievement. We recruit, hire, train, compensate and promote associates without regard to race, sex, color, religion, age.