Customer Success Manager
Summary:
A Customer Success Manager (CSM) is the primary point of contact for our dealer accounts, ensuring their success and satisfaction throughout the entire customer journey-from pre-launch activities to long-term retention. The CSM plays a key role in managing pre-launch activities, product launches, training sessions, technical support, ongoing account reviews and touchpoints, and driving retention efforts.
Responsibilities:
- Provides virtual account management to a designated book of business between 100-200 dealer accounts.
- Attends onboarding and pre-launch consultation calls with the Implementation team to ensure a seamless handoff experience.
- Conducts pre-live audits through a HubSpot playbook to confirm set-up and that the account is ready for launch.
- Hosts virtual launch meetings, with training sessions, decision makers and end users showcasing the CarNow platform.
- Performs refresh training for new dealer personnel when applicable.
- Achieves monthly retention goals by ensuring customer satisfaction and loyalty are met.
- Follows the Cancellation process for all churn in addition to contacting all cancellations within 24 business hours and documenting save plans in HubSpot CRM.
- Completes dealer Touchpoints on a 45-day cadence by emailing, texting or calling the dealer to check-in and offer support.
- Delivers Account Reviews to dealership personnel, including decision makers, on a 90- day cadence. Account Review should include, but is not limited to, product metrics reviews, ROI discussions, user engagement metrics, areas of opportunity and marketing suggestions.
- Makes backend configuration updates and provides technical support to the dealer ensuring that all settings are tested and function properly. Resolves all technical requests within SLA timeline.
- Providers best practices and product recommendations to the dealer to maximize ROI and user engagement.
- Tests and confirms connectivity to all 3rd party vendors such as inventory, website providers, integration partners.
- Reviews and analyzes dealer review audits from the Support Analyst team upon completion.
- Monitors CS Request ticket queue and address any tickets assigned to you within 24 business hours.
- Collaborates with the internal sales team on new deals and prospects, upsell opportunities, dealer changes, and dealership personnel updates.
- Utilizes CarNow CRM (HubSpot) to log and document all communication and changes on an account. This includes emails, phone calls, Zoom meetings, and text messages.
- Actively participates in all continued education sessions offered to CarNow and completes all LMS courses within a timely manner.
- Reviews KPI dashboards regularly to ensure all KPI expectations are met.
- Diligently address special projects that pertain to your book of business upon request.
Requirements:
- 1 or more years of automotive software sales or in a dealership role utilizing automotive software (digital retail, CRM, desking, etc.) with a demonstrated understanding of the retail automotive industry.
- High School Diploma or equivalent required.
- Highly motivated, growth-oriented, with the ability to multi-task and juggle multiple different projects at once.
- Must have an outgoing, positive attitude and a strong work ethic.
- Confidence to suggest ideas and provide critical customer feedback to leadership.
- Organized, self-motivated, and productive while unsupervised.
- Technologically savvy and computer proficient; Microsoft Office and CRM experience required.
- Establish and maintain customer confidence and provide exceptional customer service.
- Strong verbal and written communication skills.
- 30% travel required.