Customer Success Specialist

Pilot Company - Knoxville, TN

Full-time - Entry Level

Knoxville, TN

10,001+ employees

Food and Beverage Retailers

About the position

The Customer Success Specialist role at Pilot Company focuses on managing day-to-day relationships with wholesale marketing customers, ensuring a seamless customer experience, and enabling marketers to concentrate on commercial objectives. This position is integral to maintaining customer satisfaction and facilitating effective communication between the company and its clients.

Responsibilities

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

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

Benefits

• 401(k) matching
• Weekly pay
• People-first culture
• Affordable benefits