Enterprise Customer Success Manager

1 month ago

Houston, United States Tekmetric Full time
About Tekmetric

Tekmetric is a cloud-based auto-repair shop management system with an easy-to-use workflow and a modern approach to customer care. Tekmetric champions transparency, integrity, innovation-and above all-a service-mentality that puts customers first.

Founded in Houston, Texas in 2015, Tekmetric has been providing reliable, fast customer service to shops from day one. Our team is growing quickly, but our service philosophy of listening to customers still remains a core value.

We're looking for hungry candidates to help us strengthen our industry-leading team. We're building our software to be more intuitive. We're building more integrations that make our customers' lives easier. We're building better internal processes to make our globally distributed organization run more smoothly. We're building stronger relationships with the best and brightest partners in our industry.

Our customers love our products. We love serving them. And we love the journey we're on together.

Come build with us

What You'll Do

As one of the early hires to a new Customer Success Management team, the Enterprise Customer Success Manager (CSM) must be both familiar and comfortable with the fast pace of a high-growth company (doubling YoY revenue this year) as we evolve into the next stage of our business.

This role will partner with cross-functional teams such as Onboarding, Customer Support and Product to drive successful launches with customers, properly manage expectations, drive customer outcomes and feature adoption, while managing the overall long-term relationship as their Tekmetric advisor. You will work with a wide range of stakeholders, providing the highest level of service as owner of the partnership, responsible for the customer satisfaction metrics with primary focus on retention
  • Manage the full customer lifecycle from Onboarding through contract renewal for an assigned book of business of large Mid-Market and Enterprise customers
  • Identify, own, and cultivate customer relationships with various stakeholders, ranging from end-users to Executive teams, in varying capacities based on the needs of the customer.
  • Join recurring bi-weekly/monthly customer Tech Committee calls, representing Tekmetric and providing relevant updates as needed, in addition to regular cadence Executive Business Reviews (EBRs).
  • Navigate the technical custom development process, identifying requirements and sharing internally to technical stakeholders in an organized manner.
  • Work cross-departmentally to ensure the voice of the customer is represented when driving product development based on customer issues, requests and feedback.
  • Travel to both customer sponsored events and Tekmetric sponsored industry events, acting on behalf of the Customer Success Management (CSM) function.
  • Proactive escalation management, when needed, for higher-impact customer issues, ensuring customers are updated regularly throughout resolution.
  • Use available tooling (i.e. Looker, Hubspot) to identify business best practices and tailored areas for opportunity in driving production adoption and usage, resulting in time savings or additional ARR for the customer.
  • Build training materials and powerpoints, conduct training and enablement sessions for customer champions, trainers, and end users.
  • Build and maintain success plans among key stakeholders within Tekmetric and at the customer end.
  • Assist in building processes and assets that enable Tekmetric to continue scaling the Customer Success organization.
What You'll Bring
  • 3-5 years of Industry experience or B2B enterprise SaaS experience in a high-growth stage company highly preferred
  • Bachelor's Degree (Preferred)
  • Ability to travel ~10% of the time
  • Project Management Profession (PMP certification preferred)
  • Relationship Management: Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints.
  • Project Management: Plan and ensure execution of customer projects, including launch prep and partnering with Product and Development on configuration and customization of integrations-the ability to notify stakeholders on schedule slippage, transmittals/logs.
  • Stakeholder alignment: Ability to assess customers' organizational structure to drive value.
  • Self-motivated: Provide proactive outreach and service to assigned book of business.
  • Detail-oriented: Highly organized and systematic, ensuring all issues are managed to completion.
  • Data-driven: Utilize metrics and objective measurements to assess customer success and improvement opportunities.
  • Customer Centric: Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey.
Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent:
  • Build things that matter:
    • You have a love of building something new or improving on current processes and care about making a positive difference.
  • We're all entrepreneurs:
    • You love learning new things and are comfortable working in a startup-like, dynamic environmentmoving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
  • Yes before no:
    • You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
  • We matter to each other:
    • You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.
What We Offer:

Healthcare Insurance and Leave:
  • Flexible and remote work opportunities
  • Generous PTO
  • Exceptional leave programs for all of life's moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
  • Excellent Medical, Dental, Vision and Prescription Drug Coverage
Financial Benefits:
  • 401(k) Retirement Savings Plan with a 6% Match
  • Employer covered STD, LTD, Life and AD&D Insurance Programs
  • Up to $60 monthly for wellness expenses and activities
  • Education Assistance- includes undergraduate/graduate courses and continuing education

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities

Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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