Enterprise Customer Success Manager
Job Description
About Tekmetric
Tekmetric is a cloud-based auto-repair shop management system with an easy-to-use workflow and a modern approach to customer care. Tekmetric champions transparency, integrity, innovation—and above all—a service-mentality that puts customers first.
Founded in Houston, Texas in 2015, Tekmetric has been providing reliable, fast customer service to shops from day one. Our team is growing quickly, but our service philosophy of listening to customers still remains a core value.
We’re looking for hungry candidates to help us strengthen our industry-leading team. We’re building our software to be more intuitive. We’re building more integrations that make our customers’ lives easier. We’re building better internal processes to make our globally distributed organization run more smoothly. We’re building stronger relationships with the best and brightest partners in our industry.
Our customers love our products. We love serving them. And we love the journey we’re on together.
Come build with us!
What You’ll Do
As the Enterprise Customer Success Manager, you will partner with internal teams and customers to drive a successful launch, own the customer and feature adoption, and manage the long-term relationship by becoming their trusted Tekmetric advisor. You will work with executive stakeholders and customer champions, providing the highest level of service - this team is “customer-obsessed.”
- Build and cultivate consultative customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customers.
- Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly.
- Effectively represent your customers in driving product development for new integrations and features
- Work effectively with teams across Tekmetric on customer feedback, issues, and requests
- Build training materials, conduct training and enablement sessions for customer champions, trainers, and end users.
- Build and maintain success plans among key stakeholders within Tekmetric and at the customer end.
- Run and maintain regular cadence calls and Executive Business Reviews (EBR’s) with customers.
- Assist in building processes and assets that enable Tekmetric to scale the Customer Success organization.
What You’ll Bring
- 3-5 years of Industry experience or B2B enterprise SaaS experience
- Bachelor's Degree (Preferred)
- Project Management Profession (PMP certification preferred)
- Relationship Management: Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints.
- Project Management: Plan and ensure execution of customer projects, including launch prep and partnering with Product and Development on configuration and customization of integrations—the ability to notify stakeholders on schedule slippage, transmittals/logs.
- Stakeholder alignment: Ability to assess customers' organizational structure to drive value.
- Self-motivated: Provide proactive outreach and service to assigned book of business.
- Detail-oriented: Highly organized and systematic, ensuring all issues are managed to completion.
- Data-driven: Utilize metrics and objective measurements to assess customer success and improvement opportunities.
- Customer Centric: Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey.
Who You Are
Successful candidates will also demonstrate many of the characteristics that our core values represent:
- Build things that matter:
- You have a love of building something new or improving on current processes and care about making a positive difference.
- We’re all entrepreneurs:
- You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
- Yes before no:
- You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
- We matter to each other:
- You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.
What We Offer:
Healthcare Insurance and Leave:
- Flexible and remote work opportunities
- Generous PTO
- Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
- Excellent Medical, Dental, Vision and Prescription Drug Coverage
Financial Benefits:
- 401(k) Retirement Savings Plan with a 6% Match
- Employer covered STD, LTD, Life and AD&D Insurance Programs
- Up to $180 quarterly for wellness expenses and activities
- Education Assistance- includes undergraduate/graduate courses and continuing education
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!
Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Date Posted
07/21/2023
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