Customer Success Specialist

1 week ago

Knoxville, Tennessee, United States PILOT Full time
Job Title: Customer Success Specialist

Pilot Company is a leading network of travel centers with a strong presence in the fuel and logistics industry. We are seeking a highly skilled Customer Success Specialist to join our team.

Job Summary:

The Customer Success Specialist will be responsible for coordinating and managing day-to-day relationships with our wholesale marketing customers. This role will deliver a frictionless customer experience and enable our marketers to be commercially focused.

Key Responsibilities:

  1. Provide exceptional service to wholesale and DEF customers by developing and maintaining relationships over the phone, solving issues as they arise, and handling customer inquiries.
  2. Plan and execute customer check-ins and Quarterly Business Reviews with select customers to ensure customer success.
  3. Own and execute the New Customer Onboarding process.
  4. Communicate key updates and information to customers.
  5. Manage the customer feedback process to proactively understand their views on our business and service levels.
  6. Collaborate with the Wholesale Marketing Team to identify customer needs, pain points, and business opportunities.
  7. Support Deal Activation activities, including lead generation, tasks, deal preparation, etc.
  8. Provide account-level analysis and trend reporting for marketers and leadership.
  9. Model behaviors that support the company's common purpose, ensuring customers and team members are supported at the highest level.
  10. Ensure all activities are in compliance with rules, regulations, policies, and procedures.

Requirements:

  • High school diploma or equivalent certificate required.
  • Bachelor's degree or a minimum of two years' experience in sales support preferred.
  • Intermediate Microsoft Office skills.
  • Intermediate skills with a CRM (preferred Salesforce), PRS leads, and other company software preferred.
  • Ability to gain knowledge of fuel and rack marketing industry.
  • Ability to gain knowledge of company products and offerings.
  • Ability to prioritize, multitask, and manage multiple projects successfully in a fast-paced and dynamic environment.
  • Strong organizational skills with attention to detail.
  • Professional demeanor with communicating in person, email, or phone.
  • Excellent written and verbal communication skills.
  • Ability to communicate and interact effectively with various levels of the organization to negotiate, problem solve, complete projects, and influence decision making.
  • Ability to influence others and provide excellent customer service.
  • Self-motivated with ability to work both independently and within teams in order to establish and meet deadlines, goals, and objectives.
  • Strong time management skills.
  • Ability to quickly learn new technology and use technology in all areas related to the role.
  • Travel required less than 5%.
  • General office work requiring sitting or standing for long periods of time.

Additional Information:

  • Weekly pay.
  • People-first culture.
  • Affordable benefits to include 401K matching.

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