Customer Success Manager
1 week ago
Stimulating. Motivating. Challenging.
Kudelski Internet of Things (IoT), a division of the Kudelski Group, designs and delivers security technologies and services to support companies across the IoT value chain in creating sustainably secure innovations. In addition, it delivers asset tracking solutions for automotive retail and other industries.
Location: Phoenix, United States
Mission
Mission:
The National Sales Trainers plays a key role on the Kudelski IoT Product Team, the team behind the RecovR solution. All RecovR Car Dealership clients are assigned a National Sales Trainer who works closely with RecovR clients by supporting them to maximize the product penetration rate. The National Sales Trainer works closely with the dealership, account manager, and field operations to help clients to learn and deploy the RecovR system.
The prime focus of the National Sales Trainers is to maximize the RecovR penetration rate at the dealership and ensure dealer customers adopt the product and processes to maximize their benefit from RecovR. This includes helping dealerships manage their lot, understanding gaps in training, and refining sales pitches for dealers’ customers to increase the penetration rate.
The National Sales Trainer is expected to travel most of the time to meet their customers.
Responsibilities
Responsibilities:
Our National Sales Trainers organize their activities coherently with the Customer Journey. For the sake of clarity, the responsibilities of the trainers are different during the distinct phases of the Customer Lifecycle:
Before and During the deployment phase:
Participate in the dealership onboarding process by supporting process discussions and trainings to ensure success from the start. Schedule and prepare dealership deployment with alignment with field operations. Schedule and and run planning calls with the dealership to align resources, schedule dates, and finetune rollouts schedules. Collaborate with Kudelski’s internal teams to ensure resources and equipment are aligned and available to the dealer for the deployment. Keep the dealer informed on deployment dates and the onboarding plan. Collect deployment and early feedback. Provide training on-site or remotely to the dealership on how to use the RecovR system. Work key stakeholders at the dealership including the owner principle, GM, GSM, Finance, and administration to align sales plans and processes to better enable penetration at the dealership.
After the deployment phase:
Act as dedicated point of contact for the client with regular synchronization and close follow-up structure. Deliver the “RecovR Monthly Report” with clients to review RecovR sales numbers, penetration rate, and revenue figures. Identify gaps and opportunities at the dealership on product adoption and training gaps to get the most out of the product. Define, coordinate, and roll-out an action and communication plan to help dealerships to maximize the RecovR penetration rate. Act, in sync with the Technical Account Manager, as the client’s point of contact for service feedbacks and escalations. Update the client on the RecovR strategy and roadmap and serve as the customer’s voice for improvement or feature requests. Support clients by enthusiastically participating in service improvement discussions using data evaluation and reporting. Monitor inventory and trigger new devices shipments. Follow-up on the resolution of any critical incidents for the customer.
Requirements / Profile
Your Key Qualities and Skills:
Customer Management Experience. Sales training experience. Car retail ecosystem experience (. F&I product, DMS, vehicle Excellent customer facing skillset including negotiation, conflict management, and listening skills. Leadership skills to guide technical conversations and client relationships. Excellent presentation and communication skills, including organizing face-to-face and virtual meetings. Able to handle pressure and uncertainty to deliver on all client lifecycle phases. Dynamic, with strong interpersonal and communication skills. Comfortable with frequent travel within the . (up to 80%) Fluent written and spoken English; Spanish is an assetWhy you will love it here:
If you are seeking a culture that supports growth, fosters success, and moves the industry forward, then Kudelski is where you need to be Our rich and successful history with our clients is based on innovation and trust, serving clients of varying sizes and industries, including commercial, government and education. Kudelski remains committed to championing Diversity, Equality, and Inclusion within our organization and throughout the industry.
With Kudelski, you can expect:
Immersion in an incredible culture and the vibe of a fast moving and growing organization full of opportunity. Opportunity to work with industry-leading, talented peers. Creative problem-solving and the ability to tackle unique, complex projects. Competitive compensation with a benefits package that protects you and your loved ones and allows you to pursue career growth with tuition reimbursement. Generous time off for rest, relaxation, and hobbies. Colleagues from across the globe who are interested in helping clients protect their companies so they can focus on fulfilling their mission.The Kudelski Group is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. EEO M / F / D / V
Reference: 14747
Publication Date: 05-06-2024
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