Customer Success Specialist

Have you been looking for an opportunity to join a fast-growing start-up and take on a dynamic and data-driven role with tons of opportunity to learn and grow?

BizzyCar is looking for a Customer Success Specialist to join our Customer Success team. You will own customer accounts and help build an innovative team that is laser-focused on unlocking customer value. As outlined in more detail below, you will be analyzing, executing and reporting on strategies and tactics to preserve and increase value for customers. Your efforts will be directed at meaningfully moving the needle on internal Key Performance Indicators of customer satisfaction, time-to-value, Logo Retention Rate, Gross Retention Rate and Net Retention Rate.

This position is essential to the success of our automotive dealership partners and our company. Through your efforts, we will help our industry put safer used cars on the road, create revenue growth for our customers, and solve challenging automotive industry problems through technology and innovation.

Responsibilities:

• Execute

  • Become Subject Matter Expert (SME) on how BizzyCar products work from process to technology and how to best derive value from them

  • Become SME on customer context and value-drivers

  • Collaborate with sales as needed including joining meetings

  • Lead customer onboarding process to educate them on the value of our products while, guarantee alignment of expectations, configure their web portal in a bespoke manner, and help them succeed

  • Lead additional customer trainings to protect and/or increase customer value

  • Lead account reviews to stay ahead of value-creating opportunities and retention threats and convert renewals and upsell opportunities

  • Act as the voice of the customer by actively listening to customers, diligently documenting feedback, and frequently coordinating with technical or other business teams to help resolve customer concerns and bring them value through product improvements

  • Review customer support tickets to ensure satisfaction and performance

  • Create and implement new processes within the Customer Success team

• Analyze

  • Review customer data daily in proven and novel ways to identify opportunities for value creation

  • Review customer journey of accounts to identify threats and prioritize accounts

• Report

  • Ideate and present value creation account opportunities to management

  • Present retention threats to management

  • Present customer product/service feedback to management

Requirements

• Bachelor’s degree

• 1+ years of relevant work experience in client-facing roles

• Excellent phone, written and verbal communication skills including formal and informal presentations

• Ability to earn customers’ trust through competence and connection

• Comfortable handling, analyzing and presenting data

• Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution

• High intellectual curiosity and strong ability to learn

• Ability to collaborate with team members on customer accounts, customer concerns, new features or processes

Benefits

We value our employees' time and efforts. Our commitment to your success is enhanced by our competitive compensation and benefits package including paid time off, health/vision/dental insurance, HSA/FSA, 401k plan, and company equity benefits as well as future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees where people can learn and grow with the company. We provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.