Role Description:

The Senior Client Success Manager opening is an exciting opportunity to join our Automotive LOB team. The individual will lead all daily client facing activities for assigned vertical markets and aligned client portfolios. In addition, the Senior CSM is responsible for management and expansion of partnerships and general account partnership activities. This person will report to the Sr. Director of Services and Client Success with routine direct engagement with team leadership. The Senior CSM is principally accountable for relationship sustainability, expansion, service excellence, financial, goal attainment and strategy. The ability to effectively engage and influence efforts with internal stakeholder groups (e.g. Business Development, Operations, Product, Marketing, IT, Sales Engineering, and Billing) is essential for delivering successful outcomes.

Key Outcomes:

• Establish and manage both executive and working-level (Up and Across) relationships current and potential clients.
• Responsible for the financial performance, health and oversight of the assigned client base, including the ability to understand key financial drivers and influences.
• Evaluate strategies and opportunities through market sizing, revenue and profit potential, competitive set, strategic nature, product requirements, permission to sell and overall GTM strategy.
• Be the internal client advocate at Agero to ensure client needs are understood and met by key stakeholders and senior leadership.
• Drive weekly & monthly performance reviews with Clients to ensure SLAs and key metrics are achieved/exceeded.
• Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have.
• Prepare and deliver business reviews to internal senior leadership updating on progress and roadblock.
•  Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes.
• Drive short-term strategy (12 months) to drive growth and revenue.
• Develop and prepare client meeting agendas, content, lead presentations, quarterly and annually.
• Demonstrate critical thinking skills in managing complex customer issues from inception to resolution.

Qualifications:

• 7+ years of previous experience in a hands-on role (pre-sales, professional services, business development, enterprise account management) working with Enterprise Customers (Fortune 100) especially within the Automotive segment
• Proven track record of moving partners through funnel delivering results with significant contributions to profitability
• Have advanced experience with CRM software (e.g. Salesforce CRM or HubSpot),
  Productivity and Business applications (particularly Google suite of services), and Business Intelligence tools (Sigma)
• Teamwork mentality and willingness to learn and grow (experience in a virtual environment)
• Analytical confident with gathering, synthesizing and delivering analysis and insights around program performance
• Demonstrated ability to organize multiple account management projects at a time, while sharp attention to detail and strong partner relationships
• BA/BS Degree or equivalent experience
• Travel expectation ~ 25%

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario

The Role:

The Client Success Manager’s responsibilities include driving adoption and engagement, educating clients on best practices, identifying upsell opportunities, and securing renewals, primarily through digital programs.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

How You Will Make an Impact:

• Lead point of contact for all client account management matters for 100+ clients in our scaled segment
• Deliver scaled success engagement tactics to help clients achieve their business goals
• Collaborate with engagement and advocacy team to build and maintain the scaled customer journey together
• Suggest solutions and innovative ideas to meet client needs 
• Be the leader and orchestrator during customer escalation situations ensuring responsiveness and speedy resolution
• Collaborate with internal teams to advocate for client’s needs, drive adoption, and provide best in class support
• Clearly communicate the progress of monthly, quarterly and annual initiatives to internal and external stakeholders
• Forecast and track key account metrics (e.g. enrollment and adoption)

What You Bring to The Team:

• Proven work experience of 3+ years as a CSM or Sales
• Demonstrable ability to communicate, present and influence client C-Level stakeholders
• Solid experience with Account Management reporting systems, CRM software (e.g. Salesforce or HubSpot), Google Suite, and MS Office (particularly MS Excel)
• Understanding of sales performance metrics or KPIs
• Experience delivering client-focused solutions to client needs
• Availability to travel as needed
• Occasional need to work outside of normal business hours as required to support customers

Nice to Haves:

• HR/Payroll experience

What We Offer:

• Exceptional health, vision, and dental care
• Opportunity for equity ownership
• Life and AD&D, short- and long-term disability
• Employee Assistance Program
• Employee Resource Groups
• Fun company outings and events
• Unlimited PTO
• 401K with company match

#BI-Remote #LI-Remote

About the Role: 

The Sr. Client Success Manager (‘SCSM’) is an exciting opportunity to join Automotive Emerging Businesses. A high-growth and entrepreneurial business unit within the broader Automotive Division. Agero is a market trailblazer with decades of industry experience and a class leading software platform.  

The Sr. CSM joins a motivated and high performing team committed to delivering a superior client service experience. The core mission centers on development of new and growth of existing towing service related solutions through strategically aligned client relationships.  

They will lead all daily management of and engagement with clients within the Dealer Group and Retail vertical segments. In addition, the Sr. CSM is responsible for administration and expansion of Motor Club, Digital Coupon and Outbound Calling programs. He/She reports to the Director of Sales and Client Success with regular direct engagement with team leadership.  

The Sr. CSM is principally accountable for relationship sustainability, service excellence, financial and operational goal attainment. The ability to effectively engage and influence key  stakeholder groups is essential to delivering successful outcomes. Demonstrated business acumen, negotiation, project and program management skills are also important competencies.  

Key Outcomes: 

• Manage interactions, resolve challenges, cultivate growth opportunities and broaden awareness of company solutions while expanding Agero’s enterprise level connectivity. 
• Develop actionable client, market and competitive insights to inform and enhance forecasting, contracting and decision-making processes. 
• Conduct diligence and co-develop business case recommendations for new concepts and market expansion strategies. Drive GTM activation and performance management activities.  
• Facilitate client engagement with internal teams (sales, marketing, product, legal and  engineering etc.) to remove obstacles, enhance execution and drive business results.  
• Prepare meeting materials, coordinate and facilitate quarterly business reviews, planning and contracting sessions with internal management and client representatives.  
• Develop and maintain market sizing, pricing and client firmographic information to assist volume and financial modeling exercises to delivery increased forecast precision. 
• Define project, setup and training requirements as well as management protocols to launch and stabilize new relationships and/or products.
• Responsible for effective administration of client agreements, driving product utilization, best  practices along with ensuring SLAs and KPIs are achieved/exceeded.  
• Responsible for oversight and financial performance. This includes driving - growth, product adoption, satisfaction, relationship sustainability and contract renewal where appropriate.  

About you:   

• Accomplished automotive professional with program and/or relationship management experience within large-scale Dealer Group, Retailer, OEM or Technology provider.  
• Demonstrated project management expertise with a strong detail orientation, business acumen, planning and creative problem-solving capability. PMI Certification is a preferred.  
• Experienced synthesizing data, market research and complex information to form actionable operational and performance improvement insights.  
• Confident and natural collaborator. A curious and independent thinker with intellectual agility and organizational IQ. A team player, comfortable in a dynamic and results driven culture.  
• Excellent written and verbal communication skills with a servant leaderships mindset. A proficient multi-tasker with a fast action orientation and high ethical standards.  
• Advanced CRM software (Salesforce, HubSpot etc.) skills. Familiarity with leading Productivity and Business (Google Suite) and Business Intelligence tools (Sigma). 

Qualifications: 

• 7+ years of client facing or partnership management experience 
• 5+ years of enterprise level project and/or program administration experience 
• Automotive OEM, Dealer Group, Retailer and/or Motor Club experienced is preferred 
• Track record of expanding large scale clients/programs while meeting performance goals  
• Experience collaborating with contact centers, finance, legal, marketing and operations  
• BA/BS Degree required. MBA is preferred 
• Ability to travel 25% 

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA