Customer Success Manager

Vehlo Virtual LLC is a provider of repair shop technology focused on simplifying the customer journey in the automotive repair industry. The Customer Success Manager will assist clients in setting up and using the Protractor product, ensuring a positive experience and fostering long-term relationships to enhance customer retention.

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