Customer Success Representative

Role Summary

EquiTrace is seeking a highly motivated Customer Success Representative to join our team and help equestrian professionals and amateurs maximize the value of our innovative solutions. This role is customer-focused on building strong relationships, driving user adoption, and ensuring client satisfaction. As a key point of contact, you will work closely with horse show competitors, trainers, and event organizers to provide exceptional service and support in managing equine health documentation through our platform, EventPass – click here to learn more about EventPass.

Customer Success Representative  – Key Responsibilities

Customer Success and Onboarding

• Guide new customers through the onboarding process to ensure successful adoption of the EventPass platform.
• Provide personalized training and support, including product demonstrations and walkthroughs, tailored to each customer’s unique needs.
• Develop and maintain resources like user guides and FAQs to enhance the customer experience.
• Proactively identify opportunities for customers to maximize their platform use and achieve their goals.

Relationship Management

• Build and maintain strong, long-term relationships with horse show organizers, trainers, riders, and other key stakeholders in the equestrian community through providing exceptional customer success support. 
• Serve as the primary point of contact for customer inquiries, troubleshooting, and issue resolution.
• Act as a customer advocate, ensuring feedback and suggestions are communicated to the product and development teams.

User Support and Problem-Solving

• Address customer questions and concerns promptly, providing solutions that enhance satisfaction and loyalty.
• Troubleshoot technical issues and collaborate with internal teams to resolve complex problems.
• Monitor customer accounts to ensure optimal engagement and provide recommendations for improvement.

Data and Process Management

• Maintain accurate records of customer interactions, feedback, and platform usage in the company CRM.
• Analyze user data to identify trends, opportunities, and areas for improvement.
• Collaborate with the sales, marketing, and product teams to enhance customer satisfaction and refine service offerings.

Customer Success Representative Qualifications

• A degree in business, communications, equine studies, or a related field is preferred, but equivalent experience will be considered.
• Proven experience in customer success, account management, or a similar role, preferably within the equestrian or SaaS industries.
• Strong knowledge of the rated horse show environment or a passion for equestrian sports.
• Excellent communication and interpersonal skills, with the ability to simplify complex concepts and build rapport with diverse stakeholders.
• Exceptional problem-solving abilities and attention to detail.
• Proficiency in Microsoft Office Suite and experience with CRM systems, Intercom and Hubspot preferred but not essential. Strong IT skills will be required for this role and the ability to adapt and learn new skills rapidly. 

Personal Attributes

• Enthusiastic about equine health technology and committed to supporting the equestrian community.
• Professional, proactive, and customer-focused, dedicated to delivering exceptional service.
• Adaptable and self-motivated, wanting to learn and grow in a dynamic environment.

What we offer

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health and dental coverage.
• Opportunities for career advancement and professional development.
• A supportive and innovative work environment that values collaboration and creativity.

How to Apply

Please submit your resume and a cover letter detailing your relevant experience and why you’re interested in the Customer Success Representative role at EquiTrace. Highlight your knowledge of the equestrian industry and your ability to provide outstanding customer support.

To learn more about EquiTrace and EventPass, please visit our website here