Senior Client Success Manager (Remote)

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 https://www.agero.com/.

About the Role: 

The Sr. Client Success Manager (‘SCSM’) is an exciting opportunity to join Automotive Emerging Businesses. A high-growth and entrepreneurial business unit within the broader Automotive Division. Agero is a market trailblazer with decades of industry experience and a class leading software platform.  

The Sr. CSM joins a motivated and high performing team committed to delivering a superior client service experience. The core mission centers on development of new and growth of existing towing service related solutions through strategically aligned client relationships.  

They will lead all daily management of and engagement with clients within the Dealer Group and Retail vertical segments. In addition, the Sr. CSM is responsible for administration and expansion of Motor Club, Digital Coupon and Outbound Calling programs. He/She reports to the Director of Sales and Client Success with regular direct engagement with team leadership.  

The Sr. CSM is principally accountable for relationship sustainability, service excellence, financial and operational goal attainment. The ability to effectively engage and influence key  stakeholder groups is essential to delivering successful outcomes. Demonstrated business acumen, negotiation, project and program management skills are also important competencies.  

Key Outcomes: 

• Manage interactions, resolve challenges, cultivate growth opportunities and broaden awareness of company solutions while expanding Agero’s enterprise level connectivity. 
• Develop actionable client, market and competitive insights to inform and enhance forecasting, contracting and decision-making processes. 
• Conduct diligence and co-develop business case recommendations for new concepts and market expansion strategies. Drive GTM activation and performance management activities.  
• Facilitate client engagement with internal teams (sales, marketing, product, legal and  engineering etc.) to remove obstacles, enhance execution and drive business results.  
• Prepare meeting materials, coordinate and facilitate quarterly business reviews, planning and contracting sessions with internal management and client representatives.  
• Develop and maintain market sizing, pricing and client firmographic information to assist volume and financial modeling exercises to delivery increased forecast precision. 
• Define project, setup and training requirements as well as management protocols to launch and stabilize new relationships and/or products.
• Responsible for effective administration of client agreements, driving product utilization, best  practices along with ensuring SLAs and KPIs are achieved/exceeded.  
• Responsible for oversight and financial performance. This includes driving - growth, product adoption, satisfaction, relationship sustainability and contract renewal where appropriate.  

About you:   

• Accomplished automotive professional with program and/or relationship management experience within large-scale Dealer Group, Retailer, OEM or Technology provider.  
• Demonstrated project management expertise with a strong detail orientation, business acumen, planning and creative problem-solving capability. PMI Certification is a preferred.  
• Experienced synthesizing data, market research and complex information to form actionable operational and performance improvement insights.  
• Confident and natural collaborator. A curious and independent thinker with intellectual agility and organizational IQ. A team player, comfortable in a dynamic and results driven culture.  
• Excellent written and verbal communication skills with a servant leaderships mindset. A proficient multi-tasker with a fast action orientation and high ethical standards.  
• Advanced CRM software (Salesforce, HubSpot etc.) skills. Familiarity with leading Productivity and Business (Google Suite) and Business Intelligence tools (Sigma). 

Qualifications: 

• 7+ years of client facing or partnership management experience 
• 5+ years of enterprise level project and/or program administration experience 
• Automotive OEM, Dealer Group, Retailer and/or Motor Club experienced is preferred 
• Track record of expanding large scale clients/programs while meeting performance goals  
• Experience collaborating with contact centers, finance, legal, marketing and operations  
• BA/BS Degree required. MBA is preferred 
• Ability to travel 25% 

Hiring In:

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