About the job
About The Role
Are you seeking an opportunity to be part of a rapidly growing start-up and take on a dynamic and data-driven role with substantial room for learning and development?
The hiring company is in search of a Customer Success Specialist to join the Customer Success team. The role involves managing customer accounts and contributing to a innovative team dedicated to maximizing customer value. This position entails analyzing, implementing, and reporting on strategies to enhance and retain customer value. The primary focus will be on internal Key Performance Indicators including customer satisfaction, time-to-value, Logo Retention Rate, Gross Retention Rate, and Net Retention Rate.
This role plays a crucial part in the success of the company and its automotive dealership partners. By excelling in this position, the industry can improve safety standards for used cars, drive revenue growth for customers, and address complex automotive challenges through technology and innovation.
Responsibilities
Execute
- Develop expertise in the company's products, customer context, and value drivers
- Collaborate with the sales team when necessary, including participating in meetings
- Lead customer onboarding to educate them on product value, align expectations, configure web portals, and ensure customer success
- Conduct additional customer training sessions to maintain or enhance customer value
- Lead account reviews to identify value-creating opportunities and risks, and capitalize on renewal and upsell possibilities
- Act as the voice of the customer by actively listening, documenting feedback, and coordinating with other teams to enhance customer experience
- Review customer support tickets to ensure satisfaction and performance
- Establish and implement new processes within the Customer Success team
Analyze
- Analyze customer data daily to discover value creation opportunities
- Review customer account journeys to highlight risks and prioritize accounts
Report
- Present value creation opportunities and retention risks to management
- Provide management with customer feedback on products/services
Requirements
- Bachelor’s degree
- 1+ years of relevant client-facing work experience
- Exceptional communication skills
- Ability to build trust with customers
- Proficient in data handling, analysis, and presentation
- Strong organizational skills, attention to detail, and ability to prioritize
- Curiosity and eagerness to learn
- Collaboration skills for working with team members
Benefits
Our client values its employees and offers a competitive compensation and benefits package inclu,ding paid time off, health/vision/dental insurance, HSA/FSA, 401k plan, and equity benefits. Opportunities for growth within the company are also provided. The company fosters a collaborative and creative environment where each individual is encouraged to contribute to processes, decisions, planning, and culture.
