Dealerware Looking for Customer Success Manager at Austin, TX Full Time

About Dealerware:
Dealerware has been recognized as a Best Places to Work 2022 – Austin Best Midsize Companies. We are a modern fleet management platform for modern retailers. We are proud to be one of the hottest software companies in the automotive sector. By combining a modern-approach with fresh design thinking, Dealerware’s industry-leading SaaS platform enables best-in-class fleet management and mobility for top automotive dealerships and manufacturers. Three years ago, we burst onto the scene with a promise to reduce costs and elevate the customer experience at automotive dealerships.

Dealerware currently manages fleets for 28 automotive brands and 10 of the top 10 dealer groups in the country. With a recent expansion into international markets, our growth trajectory continues to be within the top 1% of SaaS businesses. Across the automotive ecosystem, there’s hundreds of billions of dollars at stake. And we’re right in the swell of it.

Dealerware’s team is currently hiring a Customer Success Manager to

facilitate dealership success metrics.

As a Customer Success Manager, you will:
Become a subject matter expert that aligns Dealerware with dealership success metrics. You will do this through process discovery, value alignment, relationship building, initiatives, and strategic recommendations to drive specific outcomes.

Develop outreach and communication strategies for groups of customers based on health information in Gainsight (CRM).

Drive Dealerware adoption through metrics reporting, customer training, and usage, recommendations.

Handle customer escalations by identifying and communicating with all necessary stakeholders, curating a plan of action, and managing the execution of items needed to drive customers to success.

Analyze, interpret, present, and evaluate customer behavior to create processes and submit feedback to our product and engineering teams.

Build customer relationships to develop value stories based on key performance indicators.

Work cooperatively with other departments on improvement of procedures, standards, documentation, and training through intelligence gained through customer interactions.

Identify new opportunities to increase customer value through current and new offerings.

Facilitate customer engagement and success.

Maintain up to date customer health information in Gainsight.

Report to the Manager of Customer Success.

Your peers would say you:
Unwavering integrity and the ability to exceed customer expectations

Exceptional analytical and problem-solving skills

Strong active listening skills

Takes high degree of ownership over their work

Ability to lead through influence

Articulate, excellent (demonstrated) verbal and written communication skills, in person and through virtual means

Strong negotiation skills, navigates our customers towards solution while considering what’s best for the business

Ability to quickly assess a situation and take appropriate action

Ability to verbally educate and effectively convey knowledge on product use and process

Detail oriented, highly organized, process driven

Expert conflict resolution and diffusion skills; thriving in fast-paced conversations

Required qualifications:
3-5 years of B2B customer success or account management experience specifically supporting SaaS products, with heavy emphasis success planning and value delivery

Proven success in customer management, retention, and escalation management

Excellent customer service delivery – demonstrated empathy, patience and understanding in stressful customer situations – ability to put the customer at ease

Tech forward, smart Phone/Mobile device proficiency, required

Software and database knowledge and experience, ie. Microsoft Office, Google products, SalesForce, Gainsight, Zendesk, or other CRM systems

College degree preferred

Dealerware Company Values:
Drive: We drive change and take ownership for our industry, our company, ourselves.

Customer: We empower and champion our customers.

Team: We win, lose, and learn as a team.

DEI: We cultivate a safe, welcoming workplace for all to innovate and thrive.

Communicate: We listen before we speak. We speak before it’s too late.

Dealerware offers you:
Competitive base salary with bonus incentive eligibility

Full benefits (medical, dental, vision, 401K) + FREE telehealth (includes therapy visits)

Backed by Audi, a 113-year-old automotive industry leader

Training for all employees provided in Udemy

Tuition Reimbursement and continuing education

Unlimited paid vacation policy

Generous Paid Parental Leave program

Employee Equity Program

100% remote work or Hybrid offered

Modern office and a dynamic team in downtown Austin with free parking (for those who wish to come into the office)

Friendly, small company environment with a progressive culture and somewhat flexible hours

Semi-flat organizational structure that ensures your influence on products we build

Discounts on Silvercar rentals and participation in an Audi Lease Program

IND123

Dealerware is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Dealerware’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

• We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.