Customer Success Manager, SMB

October 24

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Tekmetric

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Tekmetric is a management software designed for auto repair shops. Businesses can easily create customer profiles, schedule customer appointments, perform digital vehicle inspections, upload photos, build repair orders with built-in labor guides, manage inventory, track parts, monitor job workflows, set custom labor rates, shop fees, and taxes, send texts and emails to customers, measure job profitability, gross sales, technician hours spent, and more. By leveraging data, shops of all sizes can improve efficiency, productivity, and profitability.

51 - 200 employees

💰 Venture Round on 2022-03

📋 Description

• Support a shared book of SMB customers through a mix of digital engagement, proactive campaigns, and targeted 1:1 outreach during key points in the customer journey. • Partner cross functionally with Onboarding, Support, Product, Sales, and Marketing to ensure a seamless customer journey. • Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization. • Leverage data and automation to identify customers who need engagement. • Lead outreach calls, webinars, and group trainings to help customers use Tekmetric more effectively and achieve their business goals. • Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly. • Ability to identify and effectively communicate trends impacting the assigned book of business • Represent the voice of your customers in driving product development based on customer issues, requests and feedback • Act as the voice of the customer for the SMB segment to ensure we continue to deliver the value our customers expect.

🎯 Requirements

• 2-3 years of B2B SaaS or tech-enabled service experience, preferably in a high-volume, SMB, or digitally scaled Customer Success environment. • Shop Management System experience (preferred) • Bachelor's Degree or equivalent experience (preferred) • Relationship Management: Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints. • Escalation Management: Effectively solve ad-hoc customer escalations as needed, interacting with Customer Support, Onboarding and Product to see issues through from start to finish. • Comfort with data-driven tools and automation using systems like CRM, customer success platforms, and marketing automation to guide actions and measure impact. • Detail-oriented: Highly organized and systematic, ensuring all issues are managed to completion and leaving things better than they were found. • Data-driven: Utilize metrics and objective measurements to assess customer success and improvement opportunities. • Ability to manage time and prioritize across a large customer base, balancing inbound needs with proactive outreach. • Customer Centric: Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey.

🏖️ Benefits

• Enjoy the flexibility of remote work • Competitive base salaries that reflect your value. • Generous Paid Time Off, because we know you do your best work when you're well-rested. • Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. • Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. • Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. • Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. • Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. • After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. • Keep growing with support for continuing education - we’re invested in your development.