Customer Success Manager - RepairPal

Yelp is seeking a dedicated and driven Customer Success Manager to provide a 5-star experience to RepairPal Certified shop customers. The role involves building and maintaining customer relationships, providing training, and driving customer retention and new business growth.

Responsibilities:

• You will actively build and maintain relationships through monthly contact and regular check-ins with customers
• You will provide customers with training on RepairPal’s platform
• You will drive customer retention and new business growth by being well versed in program offerings and building relationships
• You will coach and communicate the value of RepairPal to Shops customers to handle their own calls and customers to produce success
• You will handle escalations and work to prevent cancellations
• You will consult and educate RepairPal Shops by answering a high volume of inbound calls and emails
• You will remain organized and efficient in a fast-paced environment
• You will consistently achieve/exceed monthly goals

Requirements:

• You have a GED/HS Diploma and 2+ years of customer-facing experience OR; Bachelor's Degree
• You are technically proficient with computers and information systems
• You have strong communication (verbal and written)
• You excel with problem solving and troubleshooting
• You have excellent time management and organizational skills with the ability to track and complete numerous details
• You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner
• You have experience working in the automotive industry in a shop, dealership, with an automotive technology company, or in the automotive vertical as a service or success professional
• Expertise using Salesforce CRM