Customer Success Manager

Vehlo provides repair shop technology and financial solutions for the automotive repair industry. The Customer Success Manager at Shop-Ware helps customers successfully adopt SaaS products by managing onboarding, training, go-live milestones, customer health, and ongoing engagement.

Responsibilities:

• Work closely with Sales to jump start new customer onboarding
• Onboard customers through a combination of online training tools, training meetings you’ll conduct, and ongoing follow-up of questions during the onboard cycle
• Ensure customer is fully aware of the onboard process and where they are in the process
• Communicate goals and milestones to the customer and ‘push’ them to continue moving forward
• Drive adoption of the customer and their staff
• Set and adhere to go-live dates and ensure everything the customer needs to meet that date happens
• Monitor the health of customers in your onboarding pipeline
• Diligent tracking and measurement of each onboarding customer to ensure they are successful
• Post go-live check-ins, ensure ongoing adoption, and regular check-ins with customers to maintain customer health
• Deliver training through webinar and/or conference calls with key stakeholders
• Measure and understand where the customer is at in terms of their needs to be ready for go-live
• Track bugs, feature requests, other customer needs and escalate as appropriate to Support
• Diligent tracking of your activities so each customer receives the attention they require

Requirements:

• • 2+ years experience in professional services or B2B CS/account management, preferably in SaaS
• • Proven ability in organization, project management, time management, and communication skills
• • Technical experience or aptitude in working with SaaS platform configuration and troubleshooting
• • Experience with online subscription / SaaS products
• • Energetic extroverted personality–you love working with customers and are customer obsessed
• • Enthusiasm for troubleshooting issues; excited to learn and use new products/features
• • Ability to quickly grasp and succinctly explain technological and business concepts
• • Proven track record in managing customer relationships and delivering results
• • Ability to stay calm and manage clients even under adverse conditions
• • Strong communication skills and technical aptitude
• • Diligence and organization in follow-up processes – document all calls/customer interactions in our CRM
• • Excellent written communication skills
• • Hands on experience in customer-facing roles, supporting customers using an Enterprise Software or SaaS Solution
• • Prior experience onboarding customers onto SaaS products
• • The enthusiasm and patience to handle customer support requests
• • Be highly organized in keeping track of your Onboarding pipeline
• • An excellent work ethic and attention to detail
• • Proven track record of success in a CS role
• • 3-5 years of experience in B to B markets supporting customers
• • Hands on experience managing customer issues
• • College degree or equivalent work experience
• • Ability to remain in a stationary position (sitting or standing) for extended periods
• • Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)
• • Ability to view and interpret information on a computer screen for extended periods
• • Ability to communicate effectively via phone, video, and written communication
• • Ability to participate in virtual meetings with or without reasonable accommodation
• • Knowledge of Automotive industry and/or Shop Management System experience preferred
• • Knowledge of automotive aftermarket repair shops a substantial plus but not required