Senior 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.

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 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 and goal attainment. 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.
• 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

Hiring In:

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

• Canada: Province of Ontario