About the job
About Our Client A dedicated Customer Success Specialist is sought to be a key player on the Customer Success team. In this role, ownership of customer accounts will be taken while contributing to the formation of an innovative, results-focused team. Strategies that increase customer satisfaction, improve retention, and unlock value through the company's solutions will be driven. Efforts will directly impact key performance metrics, including customer satisfaction, time-to-value, logo retention, and both gross and net retention rates. About The Role As a Customer Success Specialist, work will be pivotal in supporting automotive dealership partners and helping the hiring company lead industry change. By enabling safer used cars on the road and driving revenue growth for customers, complex automotive industry challenges will be tackled through technology and innovation. Responsibilities - **Subject Matter Expertise**: Develop deep knowledge of the hiring company's products, technology, and processes to maximize value for customers. - **Customer Onboarding & Training**: Lead onboarding efforts to ensure customer alignment, provide tailored web portal configurations, and offer ongoing training to boost customer success. - **Retention & Upsell**: Conduct regular account reviews to identify growth opportunities, mitigate retention risks, and ensure successful renewals and upsell conversions. - **Voice of the Customer**: Gather and document customer feedback, collaborating with technical and business teams to address concerns and deliver product improvements. - **Collaboration**: Partner with the sales team to ensure alignment on customer needs, and join customer meetings when needed. - **Process Improvement**: Design and implement new processes within the Customer Success team to enhance efficiency and customer value. - **Support Review**: Monitor customer support tickets to guarantee satisfaction and address performance issues. Qualifications - Bachelor’s degree or equivalent experience. - 1+ years of experience in a customer-facing role, preferably within a fast-paced, technology-driven environment. - Exceptional verbal and written communication skills, including the ability to lead formal presentations. - Ability to establish trust with customers through competence and rapport. - Strong analytical skills, comfortable interpreting and presenting data insights. - Detail-oriented with excellent organizational and time-management skills to drive successful execution. - Highly curious, eager to learn, and adaptable to new challenges. - Team player with the ability to collaborate on customer accounts, new features, and internal processes. Benefits Valuing employees' time and efforts, the hiring company is committed to success through a competitive compensation and benefits package including paid time off, health/vision/dental insurance, HSA/FSA, 401k plan, and equity benefits, as well as future growth opportunities within the organization.
