Customer Success Manager

Job Summary

Under the direction of the Director of Customer Success, the Customer Success Manager is responsible for being the liaison between Becklar and our clients. Ensuring that each client’s processes and procedures are being met, they use the most current technology and focus continuously on increasing Dealer efficiency. The Customer Success Manager is accountable for Dealer Services metrics. They are responsible for maintaining the company code of conduct and culture by ensuring team members adhere to all policies and procedures. The Customer Success Manager works in tandem with the Operations, Training, Quality Assurance, IT, and Accounting teams to ensure that all dealer needs are being served properly. They are responsible for always exemplifying the core values and culture of Becklar.

Essential Job Functions

• Maintain a high level of customer (Dealer) satisfaction through frequent outreach via phone, emails, and in-person visits, when necessary.
• Act as the face of Becklar toward our dealers in person, over the phone, via email, and all other forms of communication
• Recognize trends, monitor the current state of customers, and proactively seek out opportunities and processes to improve.
• Build and maintain a partnership with HR Manager, Quality and Training department, Information Technology, Accounting, and Operation Managers in order to see efficiency resolution through to the end.
• Maintain professionalism, security, and integrity to themselves, co-workers, and customers to ensure that our service meets and exceeds quality thresholds of acceptability in safety, security and timeliness for our customers and dealers
  
  

Responsibilities / Duties / Tasks

• Proactively anticipate Dealer needs with a great understanding of which efficiencies will benefit all parties
• In coordination with management, be willing to interact with dealers to achieve more efficient and profitable procedures.
• In coordination with management, maintain a revolving list of strategic dealers who may require addition and enhanced relationship support.?
• Maintain awareness of monthly attrition and growth of dealers
• Work to present and implement efficient processes or technology for dealers
• Work with the Dealer Services Manager, Technical Account Manager, Account Managers, and Action Plan team to implement efficiencies
• Communicate new trainings or changes to procedures as needed ?
• When acquisitions occur, work with management to build relationships internally with new team members and externally with new dealers.
• Continue to improve leadership and management skills
• Learn and stay up to date with operating procedures, changes from manufacturers and third party services
• Motivate and exemplify our culture in all areas of role
• Other duties as prescribed - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice
  
  

Job Qualifications / Skill Requirements

• Be readily available during regular business hours while maintaining flexibility to respond to on-call situations outside of those hours.
• Strong proficiency with Microsoft Office/Google Products
• Must be able to read and speak clearly in English
• Ability to give and receive advice, feedback, course correction and counselling as needed
• Strong interpersonal skills with the ability to work cohesively within a team environment
• Self-manage with moderate supervision
• Solve problems effectively using available resources
• Bachelor’s degree or 5 years of relevant industry and leadership experience