Customer Success Manager - Enterprise Automotive

2 days ago

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Conversica

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Conversica Revenue Digital Assistants™ supercharge marketing, sales, and customer success teams to unlock more revenue.

Lead Engagement and Follow-up • Lead Management • Customer Engagement • Internet Technology and Applications • Software as a Service

201 - 500

💰 $25M Series E on 2022-04

Description

• Develop a trusted advisor relationship with our automotive customers' leaders and executive sponsors. Advising and deploying lead handling and demand gen strategies leveraging AI and Automation. • Understand the customer’s business objectives and advise on product usage to achieve desired goals and results. Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing up sell opportunities when applicable. • Full Customer lifecycle management, including initial onboarding kick-off, crafting success plans, Strategy curation, Goal setting, QBR, EBR building, and renewals/expansions. • Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the customer issue through resolution. • Advise and oversee customer growth, training, and development of standard methodologies to continually drive business value and return on the customer’s investment. • Be the Primary point of contact on critical issues for the customer. Including advising customers quickly and efficiently to additional help resources such as Help & Training within the application and personally helping with questions/issues. • Responsible for customer references, case studies, and testimonials for their portfolio of customers • Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business. • Occasional travel is required from time to time when needed or as required.

Requirements

• 4-6+ years experience in a scaled Customer Success role • Automotive Retail or Technology background with experience in customer lifecycle and change management. • Experience with Salesforce, Looker, and Google Workspace is preferred. Knowledge of Automotive CRMS is a huge plus. • Self-motivated, collaborative, and creative team player with innovative ideas to encourage client loyalty and adoption at scale • A true problem solver who is customer-obsessed, coachable, and curious with a growth mindset • Strong interpersonal skills and experience initiating and building positive relationships cross-functionally • Excellent individual and group presentation skills, as well as written and oral communication skills • Strong organizational and time management skills with the ability to manage multiple projects simultaneously • Ability to travel from time to time dependent on business needs • Bachelor’s degree or equivalent