Customer Success Manager

🔥 0 minutes ago

🇦🇺 Australia – Remote

💵 A$90k - A$95k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Solera, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2005

🚘 Automotive

💼 Consulting

📦 Logistics

Automotive • Consulting • Logistics

Solera, Inc. is a provider of data-driven and AI-enabled solutions for vehicle lifecycle management, fleet management, vehicle repairs, and claims processing. Solera offers a comprehensive suite of services that cater to the needs of dealers, insurers, repair shops, and fleet operators, utilizing advanced analytics to streamline processes and improve efficiency. Their services include vehicle tracking, claims automation, repair database management, and fleet intelligence, among others. With vast amounts of data and strong industry partnerships, Solera aims to enhance business outcomes for their clients across the automotive sector.

📋 Description

• Identify opportunities to expand client engagement and improve utilization of company products and services • Manage end-to-end customer service delivery from onboarding through account retention and service improvement • Deliver presentations, proposals and product demonstrations • Manage relationships and service delivery for a portfolio of key clients • Build relationships with client decision makers and stakeholders • Conduct discovery conversations and align service delivery frameworks and custom system solutions • Conduct regular account and service reviews, analyzing program trends, results and future opportunities • Support client retention and program expansion • Capture client feedback for product, engineering and leadership teams • Address client concerns and respond to inquiries across face-to-face, phone, email, video conferencing and online chat • Provide reporting, training and support to improve program proficiency and effectiveness • Serve as a trusted advisor throughout the sales process and client relationship • Provide translation and client services using multilingual skills as applicable • Govern cross-departmental deliverables and collaborate with the Data team on driver lists and data tickets • Coordinate with Engineering on critical platform issues and system enhancements • Liaise with Customer Support on client parameters and account protocols • Collaborate with executive management to analyze service trends, performance data and internal processes • Improve customer service processes, workflows and procedures • Act as the primary operational lead during Asia-Pacific business hours for global enterprise accounts, coordinating escalations and SLA fulfillment • Perform other duties as assigned

🎯 Requirements

• Bachelor’s in Communications, Business or other relevant field preferred; equivalent work experience may be considered without a degree • 10–15+ years of customer service, client account handling and/or management experience • Demonstrated ability to effectively engage customers with varying levels of technical aptitude • Experience building rapport across face-to-face, phone, email, video conferencing and online chat • Capability in functional leadership, indirect management and cross-departmental collaboration across matrixed business units • Ability to manage varied workloads and multiple priorities • Clear, concise and professional communication skills • Excellent attention to detail and organization skills • Ability to prioritize work and execute with urgency • Problem-solving and critical-thinking skills • Ability to understand data and identify trends, gaps and issues • Ability to apply creative solutions to client accounts • Ability to work independently and as part of a team • Written and verbal multi-lingual communication skills highly preferred and may be required • Availability during standard business hours with flexibility for time zones, deadlines and client needs; occasional evenings and weekends may be necessary • Proficient user of MS Office Suite, with strong Excel skills • Zendesk, CRM, Salesforce, Monday.com, driver safety and telematics program experience is a plus