The Performance Support Specialist is a cross‑functional contributor within STELLA’s Customer Success organization, responsible for both client onboarding and performance optimization. This role ensures new dealerships experience a smooth, timely, and confident start with STELLA while continuing to monitor and enhance performance outcomes post‑launch.

This position is designed for a proactive, detail‑driven professional who thrives in a fast‑paced environment and can flex across onboarding, performance management, and special projects — a true utility player supporting the evolving needs of the Customer Success team.

 

What You’ll Do

Onboarding and Implementation Support

• Manage multiple onboarding projects simultaneously, ensuring timely and accurate delivery.

• Coordinate and collect all required information for a smooth onboarding experience.

• Partner with Sales to obtain dealer implementation details (contacts, direct dial numbers, scheduling needs, expectations).

• Oversee contracts as they progress through the implementation phase.

• Work with Implementation and QA teams to ensure accurate and timely delivery.

• Schedule and lead dealership launch calls, including Performance Managers and Sales Executives.

• Set clear delivery timeline expectations and communicate proactively.

• Obtain necessary collateral and documentation to support implementation.

• Vet all deliverables prior to launch and monitor delivery progress.

• Prepare accurate support tickets and follow through to resolution.

• Serve as a liaison between enablement teams and dealerships.

• Meet onboarding and implementation timing SLAs.

 

Performance Management

• Review call data, usage patterns, and performance metrics across assigned dealerships.

• Identify trends, gaps, and opportunities for optimization.

• Prepare clear, concise performance summaries for internal and external audiences.

• Partner with Customer Success Managers to prepare for business reviews and performance check‑ins.

• Provide data‑backed recommendations that help dealerships improve STELLA adoption and outcomes.

• Review call samples to validate performance and identify coaching opportunities.

• Flag anomalies or emerging issues for Product and Engineering teams.

 

Cross‑Functional and Utility Support

• Act as a flexible resource across Customer Success functions — supporting onboarding, performance, and implementation as needed.

• Collaborate with Sales, Implementation, QA, and Product teams to ensure seamless client experiences.

• Contribute to process improvements, documentation updates, and internal best practices.

• Step in to assist teammates or special projects based on department priorities.

 

What You Bring

• 1–3 years in customer success, operations, analytics, or support roles

• Strong analytical skills with the ability to translate data into clear, actionable insights

• Excellent written and verbal communication skills

• Comfort reviewing call recordings and identifying patterns or issues

• High attention to detail and a proactive, solution-oriented mindset

• Ability to work independently in a fast-paced, remote environment

 

Bonus Points For:

• Experience in automotive retail, SaaS, or AI-driven products

• Familiarity with call analytics, QA processes, or customer experience metrics

• Prior work supporting Customer Success or Implementation teams