Customer Success Manager

2 weeks ago

New York, New York, United States IMPEL Full time
Job Type

Full-time

Description

Impel offers automotive dealers, OEMs, and third-party marketplaces the industry's most advanced AI-powered customer lifecycle management platform.

The company's end-to-end omnichannel solution leverages proprietary shopper behavioral data and generative conversational AI technology to deliver hyper-personalized experiences at every touchpoint.

Impel's fully integrated platform works seamlessly with all major website, CRM, and DMS platforms.

To date, the company has delivered 19 billion shopper interactions, influencing more than $5 billion in Sales and Service revenue across 51 countries.

To learn more about Impel, visit .

As the Customer Success Manager, you will act as the main point of contact for existing customers. You will be responsible for managing your client relationships, retention, and growth strategies across your entire portfolio.

You will be responsible for developing strong relationships with accounts by sharing performance metrics and insights to establish Impel's products as best in class.

You will work closely with your customer to understand their business and match their needs with Impel products.

To be successful, you should be organized, a strategic thinker, excel at communication, and follow up to get the job done.


Key Areas of Responsibility:
Identify and cultivate strong relationships with key stakeholders within your portfolio
Provide white-glove service to your clients by serving as their primary point of contact for all client-facing questions with the goal of client delight

Provide customer insights and consultation to your clients through frequent reviews and in-person meetings that demonstrate an understanding of the market, advertising landscape, and how to help your clients achieve their goals.

Collaborate cross-functionally to align campaign structure and strategies with client business goals
Identify barriers to success, define the resolution and manage internal resources to help resolve
Provide customer insights to Product teams for new features, functionality, and enhancements
Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner
Utilize Salesforce and Gainsight to document and track customer inquiries and interactions
Perform other related duties such as participating in various projects or initiatives

Requirements

Strong business acumen
Strategic thinker who is comfortable using data & insights to grow relationships by identifying and solving problems
Motivated and comfortable working remotely as well as on the road or in the field
Effectively work cross-functionally and with a wide range of people with different skill sets
Excellent organizational, interpersonal, and communication (written and verbal) skills
Proven ability to set clear and deliverable goals - demonstrate tenacity and a commitment to deliver and be accountable for results
Exceptional time management skills with the ability to handle multiple projects simultaneously
Ability to work in a fast-paced environment while solving problems quickly and creatively
Proficient in Microsoft Office Suite
Comfortable working in a fast-paced and dynamic environment
Positive, customer first attitude
Ability to learn quickly and adapt to change
Google Analytics experience preferred

Additional Requirements:
Up to 40% travel
Bachelor's degree preferred or 3-5 years of relevant work experience
Knowledge of the Automotive Software Industry preferred
Bilingual a plus

Salary Description

Competitive in geographical markets, globally.

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