Representative, Customer Success

Pilot Company•Knoxville, TN

About The Position

The purpose of this position is to manage the day-to-day relationships with our wholesale customers and to deliver a frictionless customer experience that enables our marketers to be commercially focused. 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 Collaborate with the sales team members you support to identify customer needs, pain points, and business opportunities Manage and own the onboarding of customers within CRM. This includes but is not limited to the creation of and continual upkeep of account, pricing, and contractual level detail. Communicate key updates and information to customers Manage the customer feedback process so we can proactively understand their views on our business and service levels Provide account level analysis and trend reporting for marketers and leadership Plan and execute customer check-ins and Quarterly Business Reviews with select customers to ensure customer success Develop a strong internal network and leverage cross-functional capabilities to effectively respond to customer needs 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
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

Nice To Haves

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

Responsibilities

Manage the day-to-day relationships with our wholesale customers
Deliver a frictionless customer experience
Provide exemplary service to wholesale and DEF customers
Develop and maintain relationships over the phone
Solve issues as they arise
Handle customer inquiries
Collaborate with the sales team members
Identify customer needs, pain points, and business opportunities
Manage and own the onboarding of customers within CRM
Communicate key updates and information to customers
Manage the customer feedback process
Provide account level analysis and trend reporting
Plan and execute customer check-ins and Quarterly Business Reviews
Develop a strong internal network
Leverage cross-functional capabilities to effectively respond to customer needs
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