Senior Client Success Manager
About Agero:
Agero is a leading provider of vehicle driver and safety, security and information services including roadside assistance, consumer affairs, transportation logistics and claims management services. The company protects 100 million vehicle owners in partnership with leading automobile manufactures, insurance carriers and others. Managing one of the largest national networks of service providers, Agero responds to more than 12 million roadside requests annually for emergency assistance. 75% of new passenger vehicles sold in the US use Agero solutions and 11 of the top 15 insurance companies leverage Agero’s services. Agero’s award winning solutions leverage advanced technology and information services to accelerate and enhance response to drivers needs while strengthening customer loyalty. Agero is a member company of Cross Country Group, is headquartered in Medford, MA with operations throughout North America.
About the Role:
The Sr. Client Success Manager (‘CSM’) is an exciting opportunity to join a high-growth, entrepreneurial new business unit, Connected Vehicles & Consumer Affairs. This business unit is powered by an industry leading software platform and backed by Agero, a market leader with decades of experience serving the automotive industry. The CSM will join a select team tasked with leading, establishing, and building the portfolio of high-growth partnerships within Agero’s Automotive Line of Business.
This manager role will be responsible for leading client facing activities, reporting to Director of Sales and Client Success within the line of business. In addition, the CSM will liaise with cross-functional internal teams (including Billing, Operations, Marketing, IT, Sales Engineering, and Product) to ensure service execution and achievement of company and client goals.
This opportunity will manage several of the largest, well established OEs at Agero as well as onboard and establish new clients within the Connected Vehicle/Consumer Affairs Line of Business.
Responsibilities:
- Key primary contact between Clients and Agero, building trust and driving a healthy, collaborative relationship.
- Drive weekly & monthly performance reporting with Clients to ensure SLAs and key metrics are achieved/exceeded.
- Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes.
- Intimately understand the clients, their uses cases, and identify opportunities to drive new revenue growth and efficiencies through Agero’s solutions.
- Be the internal client advocate at Agero to ensure client needs are understood by key stakeholder.
- Develop client meeting agendas, content, lead presentations and direct participation of others on the team.
- Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have.
- Participate and present to prospects during sales cycles.
- Assist with onboarding new clients, including defining project scope (SOW), integrations, solution validation, training, and post implementation support.
- Demonstrate critical thinking skills in managing complex customer issues from inception to resolution
About you:
- Teamwork mentality and willingness to learn and grow
- Curious, inquisitive, and constant desire to improve
- Passionate about collaboration and building strong relationships, with both customers and internal teams. You thrive when working in virtual teams.
- Strong interpersonal and communication skills as well as attention to detail
- Experience with developing and delivering training, onboarding, and analysis of program performance
- Demonstrated ability to organize multiple account management projects at a time, while maintaining sharp attention to detail
- Preferred to have a demonstrated experience with CRM software (e.g. Salesforce CRM or HubSpot), MS Office (particularly MS Excel and PowerPoint), and Business Intelligence tools (Sigma, Looker, Tableau)
Qualifications:
- 5+ years of experience in customer facing responsibilities
- 3+ years of previous experience in a hands-on role (pre-sales, professional services, business development) working with Enterprise Customers (Fortune 500)
- Experience with top-tier Automotive OEs preferred
- Automotive industry and/or Technology background preferred
- Experience in API integrations preferred
- Experience with process improvement initiatives
- Ability to travel 25% of the time
- Project Management understanding and experience. PMI a plus.
- BA/BS Degree or equivalent experience
