Senior Customer Success Manager - Automotive

Reputation.com•Scottsdale, AZ

61d

About The Position

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business' eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more. Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike. Why work at Reputation? Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide. We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata. The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations. Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed. Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck. Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback Do you have a passion for customer success and driving real value for some of the world's biggest automotive brands? Do you like working with high quality professionals in the areas of operations, product, engineering, design, and marketing? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? Reputation is looking for a proven Senior Customer Success Manager with these skills. The Senior Customer Success Manager, Auto is the vital link between Reputation's OEM partnerships and their reputation management services. They are expected to analyze our clients' business objectives and the automotive industry standards and trends to recommend actions to achieve client goals. This role will help drive business growth by clearly setting direction, KPI establishment, and making meaningful sense of the results.

Requirements

5+ years of experience in customer success, SaaS, strategic account management, and/or the automotive industry.
Complex problem-solving skills and an analytical mind is a must.
Highly detail oriented, self-driven and eager to provide a superior customer service experience.
Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.
The "big picture" vision and professional communication skills required for enterprise clientele.
Customer Experience + Customer Outcomes = Customer Success.
Ability to manage multiple projects to assure implementation and roll outs are done on schedule.
Ability to work well under pressure.
Ability to find creative solutions to challenging problems.
Desire to excel and grow within the organization.
Bachelor's Degree or equivalent experience required.

Nice To Haves

Experience with B2B inside sales/outside sales/business development is a plus.
Experience with renewals or upsells is a plus.

Responsibilities

Strong understanding of Customer Success methodologies and frameworks (i.e., Customer Journey Mapping, Success Plans, etc.).
Ability to create and execute account strategies that align customer goals with Reputation's product offerings.
Managing all aspects of client success from initial onboarding, training, upsell, and ultimately renewal.
Building strong relationships and maintaining frequent engagement with customer sponsors and stakeholders at all levels of the organization.
Proven track record of achieving or exceeding quarterly performance metrics.
Ability to develop tailored plans for increasing product adoption within customer organizations, particularly when customers aren't fully utilizing the product's features.
Strong presentation skills in conducting Executive Business Reviews (EBRs) that showcase Reputation's value and outline future opportunities.
Monitoring and analyzing account-specific data sets to:
Alert yourself and develop strategic action plans to address churn risks and upsell opportunities.
Visualize and present key performance metrics to build success stories and convey value propositions ensuring customer satisfaction and renewal.
Managing client expectations for workflow and responsibilities.
Providing world-class customer service through organization, urgency, and strategy.
Collaborating effectively with sales, product, data science, and peers to maximize the customer experience.
Being a positive contributor to maximize Reputation's short- and long-term revenue targets.
Additional duties as assigned.

Benefits

Flexible PTO for salary paid employees
Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1
10 paid company holidays
4 company paid , "Recharge Days," which are wellness days off for the entire company
Health, dental and vision insurance
401k
Paid Parental Leave for all eligible employees as of day 1 of employment
Employer paid short and long term disability and life insurance
Employee Assistance Program (EAP)
Access to a wide variety of unique perks and apps:
PerkSpot - Employee Discount Program
Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options
Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support
Omada - Virtual prevention and physical therapy program
Ladder -Life insurance to supplement outside of employer offering
SoFi - Financial wellbeing platform and 1:1 advice
Fetch - Pet insurance discount program
Spring Health for Guardian - Virtual mental health support
XP Health for Guardian (virtual eye-wear platform)
Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.