Job Details

Join to apply for the Enterprise Customer Success Manager role at Vehlo

Join to apply for the Enterprise Customer Success Manager role at Vehlo

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About Vehlo

We started Vehlo in 2019 with a simple goal: to be the industry's favorite provider of repair shop technology.

Description

About Vehlo

We started Vehlo in 2019 with a simple goal: to be the industry's favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We're out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we're reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

Vehlo is looking for an experienced Customer Success Manager to engage with our Enterprise customers and ensure they adopt and utilize our solutions. Your goals are to create an enduring partnership with each assigned customer and to help them to get the most value from Vehlo. You will work across their business at all levels from the owner to the users. Customer retention and product adoption/expansion are your objectives. The Customer Success Manager will report to the VP of Enterprise and will work closely with Sales, Product, Support, Partner and Marketing teams.

We are looking for a candidate with a quota-carrying Customer Success background, preferably in the SaaS industry. Someone who is highly motivated with a “team player” attitude, a “winning” mindset and a bias for “accountability” will be successful in this role.

What You'll Do:

• Strategize and execute initiatives to deliver an exceptional experience for Enterprise customers using Vehlo products.
• Collaborate with internal Vehlo teams to ensure each assigned Customer successfully receives training and onboarding, product implementation and support.
• Identify Vehlo product expansion opportunities by understanding Customer needs and working with Enterprise Sales to initiate engagement
• Conduct periodic business reviews with assigned Customers
• Collect product feedback and liaise with product teams to be the voice of the Customer
• Leverage product subject-experts as needed to ensure customer success at a product level
• Analyze product usage data to provide insight into better performance.
• Establish a scheduled cadence and have meaningful contact with Customers
• Document customer information, activities and interactions within the assigned CRM.
• Respond to customer inquiries via email, phone and text.
• Provide users with solution best practices and liaise with Customer / Product Support to ensure product / technical matters are addressed
• Travel to Customers locations or Vehlo events/meetings, as needed
  
  

Qualifications

What You'll Need:

• At least 3 years experience as a Customer Success Manager (1 year with Enterprise customers)
• Proven track record of consistently attaining or exceeding retention and/or expansion targets.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Experience with Salesforce CRM and also CSM software like Churn360, Vitally or Gainsight.
• Highly capable skills in engaging customers over video (Zoom) conference (and in person)
• Ability to flourish in a multi-tasking environment.
• Self-starter skills to work independently and in collaborative team settings.
• Excellent interpersonal skills, with a proven ability to communicate effectively at all levels.
• Ability to absorb knowledge quickly and thrive in growth-focused, changing environment
• Well-organized, detail-oriented and proactive in following tasks through to completion.
• Tenacious record-keeper, maintaining customer notes in relevant systems.
• Excellent writer and speaker who can communicate efficiently and effectively with customers.
• Be an agent of customer delight, going the extra mile to ensure quality support.
• Operates with a sense of urgency and can gracefully juggle varying customer needs.
• Bachelor's degree or equivalent required.
  
  

Your success will be measured by:

• Retention rate attainment of assigned accounts
• Expansion quota attainment of assigned accounts
  
  

Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Other

• Industries

  Software Development

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