Client Success Advisor

As a Client Success Advisor, you'll be responsible for proactively communicating with our clients to build our client relationships and respond to their questions and concerns via email, phone and chat. You will be the main point of contact between our clients and internal development and design teams.

Ready to get in the driver’s seat? Join us!

What you’ll do

• Monitor and quickly respond to all inbound communications (email, chat, telephone).
• Build long-term business relationships within designated accounts and deliver client-specific strategic plans.
• Proactive client communication dealing with outages, new features and overall “health” of the account and their site. This includes assisting our clients update and operate their front-end website and back-end management software.
• Write up and oversee development projects for client websites and Speed Digital software.
• Set up integrations, APIs and Widgets for clients. Help clients identify and troubleshoot both front-end and back-end software issues that arise.
• Connect with third parties to set up client accounts and troubleshoot integration issues.
• Conduct client training on our proprietary dealership management software and how to make CMS changes and updates to a client’s front-end website.
• Create support tasks, write up front end and back-end dev projects, write up design projects, onboard new clients and work closely with the development team to resolve client issues and add new features to our software.
• Respond to client support issues as they arrive and work with them to resolve errors and bugs.
• On-site support for live auction events.
• Identify and pursue upsell opportunities, such as website refresh, reseller products, and digital marketing.

This might describe you

• Exceptional interpersonal and communication skills: You can work with operational, marketing, and development personnel to provide solutions that create positive and impactful results for our clients.
• Solid understanding of software and SaaS products: You have previously worked in or with Saas products and have an understanding of basic software principles. Namely: the differences between front end and back-end tasks, what integrations, widgets and APIs are, how to properly convey information to developers and how to troubleshoot and diagnose software issues when they arise.
• Desire to deliver superior client experience: You promptly respond to client inquiries and will have a sense of urgency around resolving client issues. You listen to client needs and recommend appropriate and accurate solutions and have the ability to identify, research and resolve issues through available resources. You will proactively seek opportunities to engage with our clients to ensure their long-term satisfaction with our services.
• Manage large customers with complex implementations or customer-specific issues. A small number of large customers require a higher level of support and responsiveness. Properly prioritize between the majority of our clients and these large customers to continue to meet all of our clients expectations and provide excellent service.
• Technology training experience: You can discern the key end-user needs to provide quick, impactful solutions. You understand client-facing user experiences and underlying software at a deep level and collaborate with a design and development team. You enjoy spending time with end users (internal and external) to understand their problems and find innovative solutions.
• Ability to learn and adapt quickly: you have a unique ability to think on your feet.
• Organization, focus, & follow through: You are able to create order out of a chaotic day. You keep your inbox neat and tidy. You know how to prioritize your tasks to make sure the most critical ones get completed first. You follow-through on the commitments you make to our clients and other team members.
• Passion for classic and collector cars: We work in a unique industry that is fueled by passion. Having an appreciation for these vehicles is vital to connect, communicate and understand our clients’ needs.
• Passion for technology: We are always working on our SaaS product and improving both our offering and client’s sites. You should enjoy working in role where you are the liaison between technical and non-technical constituents.

Other things to note

• This position can be worked as a remote position within the United States.
• This position could involve limited business travel to support live auctions (5%).
• Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

Say hello to Hagerty

Hagerty is an automotive enthusiast brand and the world’s largest membership organization. Along with being a best-in-class provider of specialty insurance for enthusiasts, Hagerty is also home to the Hagerty Drivers Foundation, Hagerty Drivers Club, Marketplace and so much more. Committed to saving driving for future generations, each and every thing Hagerty does is dedicated to the love of the automobile.

Hagerty is a rapidly growing company that values a winning culture. We provide meaningful work for and invest in every single team member.

At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age, or car preference.  We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world.

If you reside in the following jurisdictions: Illinois, Colorado, California, District of Columbia, Hawaii, Maryland, Minnesota, Nevada, New York, or Jersey City, New Jersey, Cincinnati or Toledo, Ohio, Rhode Island, Washington, British Columbia, Canada please email [email protected] for compensation, comprehensive benefits and the perks that set us apart. 

#LI-Remote

EEO/AA

US Benefits Overview

Canada Benefits Overview

UK Benefits Overview

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!