Customer Success Specialist

Role Priorities / Responsibilities

• Partner with the sales team to understand customer needs and provide support during the pre-sale process.
• Identify upcoming projects using online databases and communicate information to appropriate sales managers and sales representatives.
• Affiliate with sales team by creating product-specific sales presentations and identifying cross-selling opportunities.
• Develop presentations and assist in identifying potential roadblocks for onboarding opportunities and work with internal teams to identify solutions.
• Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our products/services.
• Create accounts within Stallion’s platforms for the new customer, ensuring proper documentation and accurate customer data.
• Create and deliver individualized training sessions to enhance customer knowledge and proficiency.
• Provide ongoing training and support to customers, addressing any questions or concerns they may have.
• Build a relationship with new customers, acting as their primary point of contact for questions or problems that arise throughout the customer lifecycle.
• Gather customer feedback and insights to drive continuous improvement of our products/ services and customer success strategies.
• Collaborate with internal teams to address customer issues, identify areas for improvement, and implement enhancements.
• Monitor customer engagement and usage patterns to identify potential at-risk customers.
• Develop and implement strategies to improve customer retention and loyalty.
• Analyze lost opportunities/cancelled accounts to identify recurring issues and develop improved solutions.
• Affiliate with the operations team with special projects for new and existing customers.

Essential Knowledge, Skills And Abilities

• Strong interpersonal, verbal, and written communication skills with the ability to communicate effectively and collaboratively across internal and external organizations.
• Ability to adapt to new technologies, learn quickly, and shift priorities in an ever-changing and fast-paced environment.
• Strong customer service skills with the ability to identify obstacles and address demands.
• Ability to maintain professionalism, composure, credibility, and enthusiasm and positively influence others.
• Ability to describe technical topics to non-technical audiences.
• Take initiative and work independently.
• Proficient with Microsoft Office tools and applications.
• Proficient with Salesforce.