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Job description
Customer Success Manager (Protractor)Location: Remote (US); must be reside in Arizona, Connecticut, Florida, Kansas, North Carolina, Oklahoma, Pennsylvania, Texas, or Utah.The Customer Success Manager role is a full-time position focused on our Protractor product, which requires telephone skills, attention to detail, and a helpful attitude with our users. The goal of the specialist is to assist in the retention of long-term, quality clients by executing their initial experience setting up and learning Protractor is a positive one, so that the customer's needs and expectations are met. Becoming an expert in the software over time is a requirement, and the ability to explain and teach key product features to customers. Although we work with automotive repair shops, knowledge of cars is not a requirement.What You'll Do:Receive and welcome new Protractor users to the applicationSet up new Protractor instances, including databasesConfigure the Protractor application to accurately match the shop's business processCustomer TrainingIdentify key subject matter experts within the auto shopDeploy 1:1, customized training of the Protractor applicationEngage with the customer base post-training for product feedbackManage 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.Travel Requirement: As neededDuties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.What You'll Need:2+ years of software customer support or customer successDemonstrated ability to train 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 the 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.Eligible employees may receive:Medical, dental, vision, and life insurance401(k) with company matchPaid time off and holidaysCompensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.Work Environment & Physical Requirements:Ability to remain in a stationary position (sitting or standing) for extended periodsAbility 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 periodsAbility to communicate effectively via phone, video, and written communicationAbility to participate in virtual meetings with or without reasonable accommodationRemote Work Expectations:Maintain a dedicated, safe, and distraction-free workspaceReliable high-speed internet connection sufficient for video conferencing and job-related systemsAbility to maintain productivity in a remote environmentMust reside in a state where the company is authorized to employ workersMust be able to work core business hours (8-5pm) aligned to time zone or schedule expectations for this role.Additional Information:Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.Employment may be contingent upon a background check in accordance with applicable laws.Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Worksite address
salt lake city, UT, 84101, US
Who can apply
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