CUSTOMER SUCCESS SPECIALIST

Position Summary:

The Customer Success Specialist is a critical partner to both the Sales and Customer Success teams, ensuring customers experience a seamless journey from pre-sale to project execution. This role supports Account Managers with quoting, opportunity tracking, data accuracy, and customer follow-up, while also helping drive execution, retention, and satisfaction for active accounts. The ideal candidate is a detail-oriented, customer-focused communicator who thrives on cross-functional coordination and proactive problem-solving.

 Travel Requirements:

Overnight travel is not required.

 Essential Functions:

 Sales Support & Opportunity Management

• Prepare quotes, proposals, and margin analysis documents to support Account Managers in pursuing new and existing opportunities.
• Maintain impeccable CRM accuracy throughout the life of an opportunity, from creation to close, including parent/child linkage and status updates to ensure the success of the weekly Supply & Demand call.
• Participate in win plans, bid/no-bid reviews, and bid-prep meetings to align Sales and Operations before major submissions.
• Monitor supplier portals to ensure we are compliant with our supplier partnerships.  As well as capturing all new bidding opportunities within said portals.
• Build rapport with assigned Account Managers, holding regular 1:1 meetings to review opportunity data, matting details, and demand planning accuracy. Schedule win plans, bid no-bid meetings, and bid-reviews based on set thresholds to maintain strong communication between sales and operations.

Customer Success & Execution Coordination

• Support smooth project kickoff by ensuring all pre-sale and post-sale details are aligned and clearly communicated to internal teams.
• Stay informed of strategic customer opportunities from proposal through execution and assist with issue resolution or troubleshooting as needed.
• Coordinate with Project Administrators, Logistics, and Yard teams to ensure an exceptional customer experience and timely delivery of services.
• Help nurture small or new accounts, supporting retention and growth in collaboration with Account Managers.
• Proactively identify risks to execution, margin, or customer satisfaction and drive resolution before escalation is required.
• Own the post-sale customer engagement. Implement and execute a Customer Success Survey and begin tracking customer promoter scores. 

Data Integrity & Cross-Functional Communication

• Implement and reinforce sales processes and commercial initiatives across the Sales and Success teams.
• Ensure CRM reflects real-time customer engagement data and supports executive-level reporting.
• Uphold Sterling’s values in all internal and external interactions, maintaining a high standard of integrity, accountability, and service.

Team Engagement & Special Projects

• Attend periodic sales meetings and training sessions as required.
• Contribute to sales operations projects and initiatives aimed at improving sales efficiency and customer experience.
• Take ownership of special assignments or cross-functional priorities as delegated.
• ALL OTHER DUTIES AS ASSIGNED.

Minimum Qualifications:

• Bachelor’s degree in business, or communications, strongly preferred.
• A minimum of 3 years’ experience is required, prior revenue operations experience is strongly preferred. 
• Proficient with Microsoft Office Suite, and intermediate experience with Excel.
• Ability to act with integrity, professionalism, and confidentiality.
• Excellent time management skills with proven ability to meet deadlines. 
• Strong organizational skills, attention to detail, interpersonal and conflict resolution skills. 

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, and/or responsibilities that are required of the employee for this position. By signature below, the employee affirms their understanding of the position expectations as outlined within. Further, the employee confirms they can perform the essential functions of the position satisfactorily and, if requested, reasonable accommodation will be provided where able and absent undue hardship.