Manager – Customer Success – Automotive
| Company | Reputation |
|---|---|
| Location | Scottsdale, AZ, USA, Lehi, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 5 years of customer facing experience, SaaS preferred.
- Experience in a people leadership position, preferably leading a team of Customer Success Managers.
- Knowledge of social media platforms and review sites.
- Experience with B2B inside sales/outside sales/business development is a plus.
- Experience with renewals or upsells.
- Highly organized, self-driven and eager to provide a superior customer service experience.
- Excellent written, verbal and presentation skills.
- Ability to work well under pressure.
- Ability to find creative solutions to challenging problems.
- Desire to excel and grow within the organization.
- Bachelor’s Degree preferred or equivalent experience.
Responsibilities
- Mentor and coach a team of customer success managers, providing guidance on best practices, customer engagement strategies, and problem-solving techniques. Foster a culture of excellence, collaboration, and continuous learning within the customer success organization.
- Managing all aspects of client success from initial onboarding, training, upsell and ultimately renewal.
- Interfacing with customers and advising on best strategies for a successful online reputation management program.
- Working closely with engineering and product on customer product implementation and feature requests.
- Providing world-class customer service, through organization, urgency and strategy.
- Collaborating effectively with sales, product and peers to maximize the customer experience.
- Be a positive contributor to ‘the team’ in order to maximize Reputation’s short and long term revenue targets.
- Additional duties as assigned.
- Serving as an internal advocate and strategic advisor throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering company growth.
- Managing client expectations for workflow and responsibilities.
- Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organization.
- Monitor and analyze account specific data sets to: 1- Alert yourself and develop strategic action plans to attack potential churn risk and upsell opportunity. 2 – Visualize and present key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal.
Preferred Qualifications
- Experience with B2B inside sales/outside sales/business development is a plus.