Client Success Manager

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.

About the Role:

The Client Success Manager (‘CSM’) is an exciting opportunity to join a high-growth, entrepreneurial new business unit, Connected Vehicles & Consumer Affairs.  This business unit is powered by an industry leading software platform and backed by Agero, a market leader with decades of experience serving the automotive industry.  The CSM will join a select team tasked with establishing and building the portfolio of high-growth client partnerships within Agero’s Automotive Consumer Affairs and Connected Vehicles Line of Business. 

This role will be responsible for leading client facing activities, reporting to the Director of Sales and Client Success within the line of business. In addition, the CSM will liaise with cross-functional internal teams (including Operations, Product, Marketing, IT, Sales Engineering, and Billing) to ensure service execution and achievement of company and client goals.  

This opportunity will manage several of the largest, well established OEMs at Agero as well as onboard and establish new clients within the Connected Vehicle/Consumer Affairs Line of Business. 

Responsibilities:

• Key contact between Clients and Agero, building trust and driving a healthy, collaborative relationship.
• Drive weekly & monthly performance reporting with Clients to ensure SLAs and key metrics are achieved/exceeded.
• Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes.
• Intimately understand the clients, their use cases, and identify opportunities to drive new revenue growth, profitability, and efficiencies through Agero’s solutions.
• Be the internal client advocate at Agero to ensure client needs are understood and met by key stakeholders. 
• Develop client meeting agendas, content, lead presentations and direct participation of others on the team.
• Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have.
• Assist with onboarding new clients, including defining project scope (SOW), integrations, solution validation, training, and post implementation support.
• Demonstrate critical thinking skills in managing complex customer issues from inception to resolution

About you:  

• Teamwork mentality and willingness to learn and grow
• Curious, inquisitive, and constant desire to improve
• Passionate about collaboration and building strong relationships, with both customers and internal teams.  You thrive when working in virtual teams.
• Strong interpersonal and communication skills as well as attention to detail
• Experience with developing and delivering training, onboarding, and analysis of program performance
• Demonstrated ability to organize multiple account management projects at a time, while maintaining sharp attention to detail 
• Preferred to have a demonstrated experience with CRM software (e.g. Salesforce CRM or HubSpot), Productivity and Business applications (particularly MS Excel/Google Sheets and PowerPoint/Google Slides), and Business Intelligence tools (Sigma, Looker, Tableau)

Qualifications:

• 3+ years of experience in customer facing responsibilities
• 2+ years of previous experience in a hands-on role (pre-sales, professional services, business development, consulting) working with Enterprise Customers (Fortune 500)
• Experience with top-tier Automotive OEs preferred
• Automotive industry, especially connected vehicle programs and/or Technology background preferred
• Experience with contact centers, customer care, operations, and process improvement initiatives preferred
• Ability to travel 25% of the time
• Project Management understanding and experience.  
• BA/BS Degree or equivalent experience

D, E & I Mission at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

HIRING IN:

• United States: AZ, CA, FL, NC, IL, KY, MA, MI, NM, TN, TX, VA or WA.

• Canada: Province of Ontario

• Northern Ireland: Greater Belfast Area