Customer Success Manager

4 weeks ago

Chico, United States Work Truck Solutions Full time

Work Truck Solutions' culture combines strong leadership, collaboration, and fun, with incredible growth opportunities for our employees in a fast-paced work environment providing employee engagement, recognition, and development.   Our software company is committed to innovation in the rapidly changing commercial vehicle market space. Our vision and culture allow employees to be recognized as thought leaders and thrive in their careers.

In addition to the job responsibilities and requirements, the following values are essential to be a successful member of our team:

Curiosity: you seek knowledge, ask questions, and look for answers; you’re proactive and engaged

Perseverance: you hit a snag; you know this is your moment to figure things out and to shine

Innovation:you want to make things better, solve the puzzle, create something new

Flexibility: there’s a new opportunity; you’re ready to flip the script, grow and adapt

We are looking for a remote Customer Success Manager to join our Team to support our Customers in the Automotive industry. You will join a dedicated team with a strong belief in following processes dedicated to enhancing the Customer experience and promoting our value. The right candidate will be Customer Service orientated and contribute to building a strong team environment.

Job Responsibilities:

  • Proactively contact dealers via phone and email, at regular intervals (based on Department set requirements for the specific package level) to reinforce business relationships, discuss issues and promote the overall value proposition and how it relates to their business.
  • Respond to incoming software usage questions and concerns from customers in a timely manner by taking specific action and following up with other staff members if needed.
  • Identify potential software usage problems at dealers, and then proactively contact the dealers to resolve the issues before they escalate.
  • Coach dealers on how to use and set up options/features in the customizable software and additional paid services for specific business needs using various communication methods including email, telephone, and screen-sharing sessions.
  • Educate dealers to utilize the Work Truck Solutions products and services in order to maximize dealer success and value received.
  • Resolve customer inquiries through research, information gathering while documenting progress at a level others in the organization can follow along and support.
  • Work cooperatively with the other teams that interact with customers, including proposing and documenting automation improvements that support dealers.
  • Solicit customer referrals from assigned dealers.
  • Escalate issues within WTS as soon as identified.
  • Summarize a dealer status, background, challenges and opportunities using communication history and data in a prescribed format.
  • Complete product course to achieve certification
  • Participate in monthly mentoring meetings
  • Document all dealer interactions in the CRM, including the necessary detail for others to understand context and calling out any action items or next steps
  • Actively recruit dealer participation in product training and certification as well as attendance at periodic Work Truck Solutions webinars

Requirements:

  • Capable of providing excellent customer service and support in a positive, professional, empathetic, and customer-focused manner
  • Oral and written communication skills in a business environment
  • Demonstrated experience in managing multiple concurrent projects with varied priorities
  • Strong problem resolution aptitude
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment
  • Ability to document client feedback for business specifications
  • Must have at least an intermediate understanding of Microsoft Excel/Word/Google Applications
  • Associate's/Bachelor’s degree OR equivalent experience preferred

Benefits

  • Meaningful work on world-class and industry-changing products
  • Monday-Friday work week
  • Excellent medical, dental, 401k and life insurance
  • Employee options on voluntary vision, LTD and FSA coverage
  • Paid Time Off (PTO) and paid holidays
  • Flexible schedule
  • A great culture
  • Opportunity for next-level advancement in a fast-growing company

This position is remote; Work Truck Solutions is a completely remote workforce

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