Technical Customer Success Specialist

Job Description

Job Description

Welcome to Pioneer Square Brands , a dynamic and innovative company at the forefront of the consumer goods industry. Committed to delivering high-quality products, we take pride in our dedication to excellence, creativity, and customer satisfaction. With a diverse portfolio featuring renowned brands (Brenthaven, Gumdrop, and VAULT), our mobile technology accessories ensure our customers achieve successful technology deployments. Our team comprises passionate individuals united by a shared vision to shape the future of our industry. If you are seeking a challenging and rewarding position in a fast-paced environment where your ideas are highly valued, join us at Pioneer Square Brands and become an integral part of our exciting journey. 

Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.

Our Core Values:  
•    Genuine and Respectful 
•    Pride in Everything We Do 
•    Excellence through Innovation 
•    Obsessed with Customer Success 

Pioneer Square Brands has a global footprint with office locations in High Point, North Carolina, and Manila, Philippines. 

We are actively looking for highly motivated professionals with a positive attitude who desire to be part of our growing team. 

Technical Customer Success Specialist 

Location: Onsite at High Point, NC with estimated 30% required travel

About the Role:

We are seeking a Technical Customer Success Specialist who enjoys working with customers, learning new technologies, and solving problems. In this role, you will help customers successfully evaluate, deploy, and support our technology solutions. You will partner closely with sales, product management, and engineering teams to deliver exceptional customer experiences while developing deep expertise in our products and industry. 

Key Responsibilities:

Pre-Sales Support
•    Serve as trusted technical resource for customers and the sales team—answering questions, joining client meetings, and building confidence in our solutions
•    Build strong relationships with customers by actively engaging to understand their needs, challenges, and goals, and provide tailored solutions that deliver value and drive long-term partnerships
•    Deliver engaging product demonstrations that highlight the power and capabilities of our mobile POS hardware
•    Collaborate with internal teams to ensure customer requirements are clearly understood and communicated

Pilot Program Management & Customer Success
•    Assist customers with deployment, setup, and implementation of hardware solutions
•    Provide hands-on technical guidance to support integration with customer systems
•    Collect feedback from pilot users to inform product enhancements

Post-Sales Support & Service
•    Serve as a primary point of contact for customer questions and support requests
•    Provide customer training on equipment use and maintenance
•    Escalate complex technical issues internally when needed
•    Help create customer support materials (troubleshooting guides, installation videos, FAQs)

Product Expertise & Knowledge Transfer
•    Develop and maintain expertise in our products, technologies, and customer use cases
•    Collaborate effectively across cross-functional teams to ensure seamless communication, proactively troubleshoot issues, and deliver solutions aligned with customer needs
•    Continuously learn about industry trends, customer workflows, and emerging technologies
•    Translate technical information into clear and practical guidance for customers
•    Support sales opportunities through on-site and virtual client visits, demonstrations, and relationship-building

Project Coordination & Excellence
•    Maintain accurate records of customer projects, action items, and follow-up activities
•    Track milestones, action items, and customer feedback
•    Coordinate internal resources to ensure customer commitments are completed on time 
•    Manage multiple customer projects simultaneously while maintaining strong attention to detail 

Qualifications:
•    Bachelor’s degree in a technical, engineering, business, or a related field preferred
•    0 - 3 years’ experience in customer support, technical support, sales engineering, engineering, customer success, or related roles
•    Highly organized with strong project coordination and follow-through skills
•    Early career professionals with strong technical aptitude and customer facing experience
•    Experience with technology products, hardware, software platforms, or customer facing technical support
•    Demonstrated ability to quickly learn technical products, systems, and concepts 
•    Outstanding interpersonal and presentation skills, with the ability to confidently translate complex technical details into clear, compelling explanations for customers, actively engage in discussions, and assertively drive conversations toward solutions
•    Analytical thinker who enjoys troubleshooting, resolving issues, and finding creative solutions
•    Comfortable working autonomously while thriving in a collaborative, fast-paced environment
•    Willingness to travel up to 30% to engage with clients and support projects on-site