Customer Success Manager

Vehlo is a provider of repair shop technology, aiming to simplify the customer journey in the auto repair industry. The Customer Success Manager will focus on assisting clients with the Protractor product, ensuring a positive setup experience and ongoing support to retain long-term clients.

Responsibilities:

• Receive and welcome new Protractor users to the application
• Set up new Protractor instances, including databases
• Configure the Protractor application to accurately match the shop’s business process
• Customer Training
• Identify key subject matter experts within the auto shop
• Deploy 1:1, customized training of the Protractor application
• Engage with the customer base post-training for product feedback
• Manage your book of business:
• Developing and maintaining a strong, trusting relationship with your clients, ensuring they feel valued and supported. Regular check-ins, understanding their needs, and being proactive in communication
• Acting as the customer's voice within Protractor. You’ll advocate for their needs, relay feedback, and help improve the customer’s experience based on their input
• One of your main objectives is ensuring clients continue to use and find value in our product/service. This involves spotting potential issues before they lead to churn
• Providing ongoing education, resources, and guidance to ensure your customers are maximizing the value of Protractor
• Identifying opportunities to upsell or cross-sell other products or services Protractor and Vehlo offers. If a customer is satisfied, they may be open to expanding their use and trying new features

Requirements:

• 2+ years of software customer support or customer success
• Demonstrated ability to train on software products using remote learning tools, i.e. Zoom
• Exceptionally curious about new products and how users will respond to them
• Deep understanding of how customers think, and ability to accurately predict how changes will make them feel. You enjoy creating delight and measuring it to ensure success is achieved
• Comfortable and confident sharing your thoughts in verbal and written form
• Ability to engage constructively in debate and discussion with your colleagues and peers
• Ability to ensure everyone is aligned on the product vision and execution timeline
• Experience working in the automotive or aftermarket industry, specifically with different aspects of management systems
• Strong analytical and critical thinking skills and experience with data analysis and reporting
• Excellent interpersonal, verbal, and written communication skills
• Ability to multi-task in fast-paced environment with strong attention to detail and ability to prioritize
• Ability to effectively work in a remote environment