[Hiring] Customer Success Associate @VEHLO

Role Description

The Customer Success Associate is a full-time position focused on our Shop Boss 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 Shop Boss 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 Shop Boss users to the application
• Set up new Shop Boss instances
• Configure the Shop Boss 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 Shop Boss 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 Shop Boss. 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 Shop Boss.
  • Identifying opportunities to upsell or cross-sell other products or services Shop Boss and Vehlo offers. If a customer is satisfied, they may be open to expanding their use and trying new features.

Qualifications

• 2+ years of software customer support or customer success
• Demonstrated ability to train on software products using remote learning tools, i.e. Zoom.
• Curiosity 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.

Requirements

• 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

Benefits

• Opportunity to make an impact
• Opportunity for growth
• Opportunity for recognition and rewards