Client Success Manager - Connected Vehicles

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 up to 10% of the time
• Project Management understanding and experience.  

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