Senior Customer Success Manager – 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 experience in customer success, SaaS, strategic account management, and/or the healthcare industry.
- Bachelor’s Degree required.
- Complex problem-solving skills and an analytical mind is a must.
- Highly detail oriented, self-driven and eager to provide a superior customer service experience.
- Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.
- Ability to manage multiple projects to assure implementation and roll outs are done on schedule.
- Ability to work well under pressure.
- Ability to find creative solutions to challenging problems.
Responsibilities
- Strong understanding of Customer Success methodologies and frameworks (i.e., Customer Journey Mapping, Success Plans, etc.).
- Ability to create and execute account strategies that align customer goals with Reputation’s product offerings.
- Managing all aspects of client success from initial onboarding, training, upsell, and ultimately renewal.
- Building strong relationships and maintaining frequent engagement with customer sponsors and stakeholders at all levels of the organization.
- Proven track record of achieving or exceeding quarterly performance metrics.
- Ability to develop tailored plans for increasing product adoption within customer organizations, particularly when customers aren’t fully utilizing the product’s features.
- Strong presentation skills in conducting Executive Business Reviews (EBRs) that showcase Reputation’s value and outline future opportunities.
- Monitoring and analyzing account-specific data sets to:
- Alert yourself and develop strategic action plans to address churn risks and upsell opportunities.
- Visualize and present key performance metrics to build success stories and convey value propositions ensuring customer satisfaction and renewal.
- Managing client expectations for workflow and responsibilities.
- Providing world-class customer service through organization, urgency, and strategy.
- Collaborating effectively with sales, product, data science, and peers to maximize the customer experience.
- Being a positive contributor to maximize Reputation’s short- and long-term revenue targets.
- Additional duties as assigned.
Preferred Qualifications
- Experience with B2B inside sales/outside sales/business development is a plus.
- Experience with renewals or upsells is a plus.