Customer Success Manager

Job DetailsJob Location: Remote - Knoxville, TN 37922Travel Percentage: NoneCustomer Success Manager About Vehlo We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.  About this Role 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 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.  QualificationsWhat You’ll Need: 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.  Preferred Qualifications: (Optional) 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  Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice. 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. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.