Note: The job is a remote job and is open to candidates in USA. Vehlo provides repair shop technology and financial solutions for the automotive repair industry. The Customer Success Manager at Shop-Ware helps customers successfully adopt SaaS products by managing onboarding, training, go-live milestones, customer health, and ongoing engagement.
Responsibilities
- Work closely with Sales to jump start new customer onboarding
- Onboard customers through a combination of online training tools, training meetings you’ll conduct, and ongoing follow-up of questions during the onboard cycle
- Ensure customer is fully aware of the onboard process and where they are in the process
- Communicate goals and milestones to the customer and ‘push’ them to continue moving forward
- Drive adoption of the customer and their staff
- Set and adhere to go-live dates and ensure everything the customer needs to meet that date happens
- Monitor the health of customers in your onboarding pipeline
- Diligent tracking and measurement of each onboarding customer to ensure they are successful
- Post go-live check-ins, ensure ongoing adoption, and regular check-ins with customers to maintain customer health
- Deliver training through webinar and/or conference calls with key stakeholders
- Measure and understand where the customer is at in terms of their needs to be ready for go-live
- Track bugs, feature requests, other customer needs and escalate as appropriate to Support
- Diligent tracking of your activities so each customer receives the attention they require
Skills
- * 2+ years experience in professional services or B2B CS/account management, preferably in SaaS
- * Proven ability in organization, project management, time management, and communication skills
- * Technical experience or aptitude in working with SaaS platform configuration and troubleshooting
- * Experience with online subscription / SaaS products
- * Energetic extroverted personality–you love working with customers and are customer obsessed
- * Enthusiasm for troubleshooting issues; excited to learn and use new products/features
- * Ability to quickly grasp and succinctly explain technological and business concepts
- * Proven track record in managing customer relationships and delivering results
- * Ability to stay calm and manage clients even under adverse conditions
- * Strong communication skills and technical aptitude
- * Diligence and organization in follow-up processes – document all calls/customer interactions in our CRM
- * Excellent written communication skills
- * Hands on experience in customer-facing roles, supporting customers using an Enterprise Software or SaaS Solution
- * Prior experience onboarding customers onto SaaS products
- * The enthusiasm and patience to handle customer support requests
- * Be highly organized in keeping track of your Onboarding pipeline
- * An excellent work ethic and attention to detail
- * Proven track record of success in a CS role
- * 3-5 years of experience in B to B markets supporting customers
- * Hands on experience managing customer issues
- * College degree or equivalent work experience
- * Ability to remain in a stationary position (sitting or standing) for extended periods
- * Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)
- * Ability to view and interpret information on a computer screen for extended periods
- * Ability to communicate effectively via phone, video, and written communication
- * Ability to participate in virtual meetings with or without reasonable accommodation
- * Knowledge of Automotive industry and/or Shop Management System experience preferred
- * Knowledge of automotive aftermarket repair shops a substantial plus but not required
Benefits
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and holidays
- Performance-based incentive compensation
- Flexible hybrid work environment
Company Overview