Enterprise Customer Success Manager
4 weeks ago
Tekmetric is a cloud-based auto-repair shop management system with a user-friendly workflow and a modern approach to customer care. Our company champions transparency, integrity, innovation, and 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 remains a core value.
We're looking for talented candidates to help us strengthen our industry-leading team. We're building our software to be more intuitive, adding more integrations that make our customers' lives easier, and improving internal processes to make our globally distributed organization run more smoothly.
Our customers love our products, and we love serving them. We're excited about the journey we're on together.
What You'll DoAs one of the early hires to our new Customer Success Management team, the Enterprise Customer Success Manager (CSM) will partner with cross-functional teams such as Onboarding, Customer Support, and Product to drive successful launches with customers, manage expectations, drive customer outcomes and feature adoption, and manage 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 customer satisfaction metrics with a 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.
We're seeking a highly motivated and experienced Customer Success Manager to join our team. The ideal candidate will have a strong background in customer success, with a proven track record of driving customer satisfaction and retention.
The successful candidate will be a self-motivated and organized individual with excellent communication and interpersonal skills. They will be able to work effectively in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
The candidate will also have a strong understanding of the auto-repair shop management industry and be able to provide expert guidance and support to customers.
- 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.
We offer a competitive salary and benefits package, including healthcare insurance and leave, flexible and remote work opportunities, generous PTO, and exceptional leave programs for all of life's moments.
We also offer financial benefits, including a 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, and education assistance.
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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