Customer Success Manager Trainer

Description

About Us:

TradePending provides dealerships with automotive’s #1 software from revenue to retention. Trusted by over 6,000 franchised dealerships, TradePending is the industry leader in tools to supplement the life-cycle of a deal. From web conversion to sales enablement to customer retention and loyalty, TradePending focuses on not just making easy to use tools for both customers and dealerships alike, but also making sure the information being exchanged between the two is the most accurate in the industry.

Role Overview

As a Customer Success Manager (CSM) Trainer, you will be responsible for preparing new CSM team members for their role by conducting high-level training once the new team members have completed their early-stage onboarding process. You will also be responsible for the continuing education and training of current CSM team members to ensure we maintain a hardened focus on dealership retention. You will join a larger, ever-growing training team and work with your Director on best practices to continue forwarding TradePending’s overall growth objectives.

Key Responsibilities

• Prepare new CSMs for their role by conducting full-spectrum onboarding training that covers all facets of the position.
• Conduct periodic follow-up training post-onboarding to ensure product knowledge and process adoption.
• Performance Evaluation: Evaluate the effectiveness of training initiatives through metrics such as dealership retention, proficiency assessments, and participant feedback, and use insights to refine training content and delivery methods for maximum impact.
• Works with the Director of Corporate Training to develop and implement best practices, processes, and procedures for the sales team that align with other departments within TradePending to help achieve our overall goal.
• Continued Education: Collaborate with CSM Managers to address the needs of the current CSM team and pinpoint areas that need improvement across the entire team.
• Create an environment of constant improvement when working with CSM team members that facilitates the exchange of constructive feedback.
• Maintain an overall focus of customer-base growth and retention.
  
  

Requirements

Skills and Experience:

• 3+ years of automotive related experience (within a dealership environment or vendor environment)
• Proven experience as a process trainer, preferably within the automotive industry or dealership environment.
• Deep understanding of automotive dealership sales processes, customer journey, and market trends.
• Awareness of the dealership-vendor relationship structure and all of the intricacies it entails.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage and motivate diverse audiences.
• Strong coaching and mentoring abilities, with a track record of driving CS performance improvement.
• Proficiency in using sales enablement tools and CRM systems.
• Strong understanding and usage of Salesforce.
• Demonstrate a desire for continuous learning and improvement.
• Ability to work both independently and within a part of the larger Training Team.