Customer Success Manager

VEHLO•, UT

21d•Remote

About The Position

The Customer Success Manager role is a full-time position focused on our Protractor product, which requires telephone skills, attention to detail, and a helpful attitude with our users. The goal of the specialist is to assist in the retention of long-term, quality clients by executing their initial experience setting up and learning Protractor is a positive one, so that the customer’s needs and expectations are met. Becoming an expert in the software over time is a requirement, and the ability to explain and teach key product features to customers. Although we work with automotive repair shops, knowledge of cars is not a requirement.

Requirements

2+ years of software customer support or customer success
Demonstrated ability to train software products using remote learning tools, i.e. Zoom.
Exceptionally curious about new products and how users will respond to them.
Deep understanding of how customers think, and the ability to accurately predict how changes will make them feel.
You enjoy creating delight and measuring it to ensure success is achieved.
Comfortable and confident sharing your thoughts in verbal and written form.
Ability to engage constructively in debate and discussion with your colleagues and peers.
Ability to ensure everyone is aligned on the product vision and execution timeline.
Must reside in a state where the company is authorized to employ workers
Must be able to work core business hours aligned to time zone or schedule expectations for this role.

Nice To Haves

Experience working in the automotive or aftermarket industry, specifically with different aspects of management systems
Strong analytical and critical thinking skills and experience with data analysis and reporting
Excellent interpersonal, verbal, and written communication skills
Ability to multi-task in fast-paced environment with strong attention to detail and ability to prioritize
Ability to effectively work in a remote environment

Responsibilities

Receive and welcome new Protractor users to the application
Set up new Protractor instances, including databases
Configure the Protractor application to accurately match the shop’s business process
Customer Training
Identify key subject matter experts within the auto shop
Deploy 1:1, customized training of the Protractor application
Engage with the customer base post-training for product feedback
Manage your book of business: Developing and maintaining a strong, trusting relationship with your clients, ensuring they feel valued and supported.
Regular check-ins, understanding their needs, and being proactive in communication.
Acting as the customer's voice within Protractor. You’ll advocate for their needs, relay feedback, and help improve the customer’s experience based on their input.
Ensuring clients continue to use and find value in our product/service.
Spotting potential issues before they lead to churn.
Providing ongoing education, resources, and guidance to ensure your customers are maximizing the value of Protractor.
Identifying opportunities to upsell or cross-sell other products or services Protractor and Vehlo offers.