Customer Success Consultant

Role Overview

• Build and manage strong and lasting customer relationships following their onboarding to ensure a smooth transition and continued success with the product.
• Provide ongoing customer support & training to ensure customers understand how to leverage the full value of the product and its features, helping them achieve their desired outcomes.
• Regularly analyze customer usage data and performance metrics to identify areas for improvement and growth opportunities ensuring customers get the most out of the product.
• Monitor customer health and proactively reach out to offer solutions or additional services that can enhance their experience, such as product training, feature walkthroughs, or troubleshooting.
• Identify at-risk customers and collaborate with internal teams (Sales, Support, Product) to create targeted strategies to reduce churn.
• Manage cancellation and recontract process as required with the objective of increasing customer retention and capturing information that can help build improved strategies to retain customers in the future.
• Act as the voice of the customer within the organization, providing valuable feedback to internal teams (product, sales, and support) to improve the overall customer experience and product offerings.
• Maintain accurate records of customer interactions, training sessions, and feedback in CRM tools, ensuring all relevant information is tracked and accessible for ongoing relationship management.
• Create and deliver engaging written documents, video tutorials, and/or webinars that improve the learning experience for our customers.
• Achieve a high level of proficiency in the use and configuration of the RO Writer software, including new features as introduced to ensure customers get the full value of the software.
• Effectively communicate (verbal and written) with all levels of the organization and outside customers regarding any reported issues.
• Participating in the development and documentation of processes resulting in improved customer success strategies.
• Outreach to customers to discuss latest product releases and schedule upgrades as needed.
• Perform all other duties as assigned by immediate supervisor. Some travel will be required.

Requirements

• 2+ years training or supporting end users
• Experience in automotive shop management systems, is an asset.
• Proficiency with internet browsers and MS Office.
• Exceptional customer service skills, including the ability to work with users of all skill levels.
• Excellent active listening skills, as well as written and verbal communication in English.
• Strong analytical and problem-solving skills.
• Comfortable working independently and managing workload with minimal supervision while collaborating with other remote employees.
• Ability to gather and analyze information to configure software that meets customer requirements.
• Anticipate, and recognize problems and opportunities.
• Sense of urgency and commitment to excellence in customer service.

Benefits

• Health insurance
• 401(k) participation (with company match)
• Paid time off (minimum of 10 days vacation for new employees)
• Sick time based on state requirements
• 8 Company-paid holidays and 2 personal holidays per year