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Senior Customer Success Strategist

2 months ago

Houston, Texas, United States Tekmetric Full time
About Tekmetric

Tekmetric is a cloud-based management solution for auto-repair shops, designed with a user-friendly workflow and a contemporary approach to customer service. We prioritize transparency, integrity, and innovation, with a strong commitment to a customer-first mentality.

Established in Houston, Texas, Tekmetric has been delivering prompt and reliable customer service since its inception. As our team expands rapidly, we continue to uphold our core value of actively listening to our customers.

We are seeking driven individuals to enhance our industry-leading team. Our focus is on developing intuitive software, creating integrations that simplify our customers' experiences, and improving internal processes for a more efficient global organization.

Our customers appreciate our products, and we take pride in serving them as we navigate this journey together.

Key Responsibilities

As an early member of our new Customer Success Management team, the Enterprise Customer Success Manager (CSM) will thrive in the dynamic environment of a rapidly growing company, which is experiencing significant revenue growth.

This position will collaborate with various teams, including Onboarding, Customer Support, and Product, to ensure successful customer launches, manage expectations, drive outcomes, and promote feature adoption while nurturing long-term relationships as their Tekmetric advisor. Responsibilities include:
  • Overseeing the complete customer lifecycle from onboarding to contract renewal for a designated portfolio of large Mid-Market and Enterprise clients.
  • Building and nurturing relationships with diverse stakeholders, from end-users to executive teams, tailored to the customer's needs.
  • Participating in regular customer Tech Committee meetings, representing Tekmetric and providing pertinent updates, alongside conducting Executive Business Reviews (EBRs).
  • Facilitating the technical custom development process by identifying requirements and communicating them effectively to internal technical teams.
  • Collaborating across departments to ensure customer feedback is integrated into product development initiatives.
  • Attending customer-sponsored and industry events on behalf of the Customer Success Management function.
  • Proactively managing escalations for significant customer issues, ensuring consistent communication throughout the resolution process.
  • Utilizing tools such as Looker and Hubspot to identify best practices and opportunities for enhancing customer engagement and satisfaction.
  • Creating training materials and conducting enablement sessions for customer champions and end-users.
  • Developing and maintaining success plans for key stakeholders within Tekmetric and the customer organization.
  • Assisting in the development of processes and resources to support the scalability of the Customer Success organization.
Qualifications
  • 3-5 years of experience in the industry or B2B enterprise SaaS, preferably in a high-growth environment.
  • Bachelor's Degree is preferred.
  • Willingness to travel approximately 10% of the time.
  • Project Management Professional (PMP) certification is a plus.
  • Relationship Management: Proven ability to cultivate and maintain positive customer relationships, identifying growth opportunities and resolving issues.
  • Project Management: Capable of planning and executing customer projects, coordinating with Product and Development for integration configurations.
  • Stakeholder Alignment: Skilled in assessing organizational structures to maximize value delivery.
  • Self-Motivated: Proactively engaging with assigned clients.
  • Detail-Oriented: Highly organized, ensuring all matters are addressed thoroughly.
  • Data-Driven: Employing metrics to evaluate customer success and identify improvement areas.
  • Customer-Centric: Committed to delivering exceptional customer experiences throughout the journey.
Who You Are

Successful candidates will embody the characteristics of our core values:
  • Build Things That Matter: Passionate about creating impactful solutions and enhancing processes.
  • Entrepreneurial Spirit: Eager to learn and thrive in a fast-paced, startup-like environment, demonstrating leadership and initiative.
  • Open-Minded: Embracing new ideas and fostering collaboration.
  • Integrity: Upholding ethical standards and valuing confidentiality.
What We Offer:

Healthcare Insurance and Leave:
  • Flexible remote work options.
  • Generous paid time off.
  • Comprehensive leave programs for various life events.
  • Excellent medical, dental, vision, and prescription coverage.
Financial Benefits:
  • 401(k) plan with a 6% employer match.
  • Employer-paid short-term and long-term disability, life, and AD&D insurance.
  • Monthly wellness expense reimbursement.
  • Education assistance for ongoing learning.
Most importantly, we foster a collaborative team environment with a vibrant office culture and engaging activities.

Tekmetric is an equal opportunity employer, committed to creating an inclusive workplace. We value diversity and strive to ensure that all employees feel appreciated and empowered to contribute creatively and effectively.