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Client Success Associate

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

Associate degree or equivalent work experience, 2-4 years in client support or customer service, Deep understanding of contractual commitments, Exceptional communication and data analysis skills.

Key responsabilities:

  • Build and maintain client relationships
  • Manage contract renewals and revenue retention
Agero, Inc. logo
Agero, Inc. Large https://www.agero.com/
1001 - 5000 Employees
About Agero, Inc.
Agero is working with leading vehicle manufacturers and insurance carriers to drive the next generation of roadside assistance technology forward. An established industry leader, we’re putting technology front and center in our transformative digital roadside platform powered by SF-based Swoop, our comprehensive accident management services, our knowledgeable consumer affairs and connected vehicle capabilities, at our three state-of-the-art contact centers, and beyond. Our mission is to transform the entire driving experience through an unmatched combination of innovative technology and human-powered solutions, including a breakthrough dispatch software platform designed to empower service providers to deliver exceptional customer experiences and give clients greater transparency and visibility than ever before. We’re moving forward on a massive scale. Our automotive clients represent more than 2 in 3 passenger vehicles sold in the U.S., and two-thirds of insurance companies are served by Agero. Headquartered in Medford, MA, with an innovation center in San Francisco and operations throughout North America, we handle over 12 million roadside events annually and are trusted by dozens of leading corporations. Our access to more data than the competition is paying off for our clients and the 115 million drivers we serve.
See more Agero, Inc. offers

Job description

About Agero:
Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.
Role Description and Mission:

The Client Success Associate plays a crucial role in building and maintaining client relationships, ensuring client satisfaction, and providing targeted support for a select group of clients. By proactively identifying clients’ needs and potential challenges, they work closely with internal teams to drive client retention, identify revenue opportunities and promote long-term success.

Key Outcomes:

  1. Account Management:
  • Client Engagement: Serve as a point of contact for select clients when escalated issues arise, ensuring that their needs are met promptly and effectively. Support clients in understanding and navigating self-service tools to minimize dependency on direct support.
  • Problem Solving: Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities.
  • Solution Adoption & Growth:
    • Adoption Support: Assist the Sales Engineering, Platform Success, and Client Support teams with the implementation and ongoing execution of service agreements. Act as an escalation path for issues that cannot be resolved through standard client self-service tools.
    • Growth Identification: Identify opportunities for solution expansion or additional services by analyzing client needs and feedback. Collaborate with senior team members to develop strategies for potential growth opportunities.
  • Commercial Management:
    • Renewals: Own and manage the contract renewal process for your assigned clients, ensuring timely communication, negotiation, and closure. Be proactive in addressing any client concerns or questions related to the renewal process.
    • Revenue Retention: Focus on maintaining high client retention rates by addressing escalated issues and ensuring a smooth renewal experience, balancing the needs of the client with the company's goals.
  • Operations / Financials / Analytics: 
    • Operational Efficiency: Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance. Work closely with internal teams to identify areas for improvement and escalate any issues that may impact service levels.
    • Data-Driven Insights: Use data analysis to provide actionable insights into client behavior, helping to fine-tune self-service options and optimize client outcomes.
  • Product and Industry Knowledge:
    • Product Familiarity: Develop an in-depth understanding of the company's product offerings, including features, configurations, and updates. Guide clients in utilizing these products effectively, and participate in training sessions to stay updated on new developments.
    • Industry Awareness: Build foundational knowledge of industry trends and client-specific needs. Leverage this understanding to ensure client solutions are aligned with evolving market demands and technological advancements.
  • Internal Subject Matter Expertise:
    • Collaboration: Act as an internal SME, providing guidance and insights to other departments (e.g., sales, product, support) on the needs, behaviors, and expectations of your assigned clients.
    • Cross-Department Support: Assist in aligning internal teams on best practices for managing client accounts and navigating the specific challenges that arise from this select group of clients.
    Skills, Education and Experience:
    • Associate Degree or equivalent work experience. Bachelor’s degree preferred.
    • 2-4 years proven experience in client support, customer service, or a related role.
    • Expertise in Contractual Obligations: Deep understanding of contractual commitments, serving as a trusted internal subject matter expert (SME) to assist other departments with client-related inquiries and ensure compliance.
    • Advanced Communication Skills: Exceptional ability to convey complex information clearly and foster open dialogue with clients.
    • Data Analysis and Reporting Proficiency: Strong understanding of operational metrics to effectively track and analyze client data.
    • SaaS Product Knowledge and Adaptability: Familiarity with SaaS products and a quick learner of industry-specific tools and practices.
    • Proactive Problem-Solving with a Customer-Centric Focus: Anticipates client needs and resolves issues proactively with a customer-first mindset.
    • Exceptional Multitasking and Prioritization Skills: Effectively manages multiple client accounts and shifting priorities while maintaining high service levels.
    • Strong Organizational Skills and Detail Orientation: Highly organized with meticulous attention to detail in managing renewals and commercial activities.
    Hiring In:
    • United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
    • Canada: Province of Ontario

    D, E & I Mission & Culture at Agero:

    We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

    The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

    THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

    To review Agero's privacy policy click the link: https://www.agero.com/privacy.

    ***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com.

    ***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at recruiting@agero.com.

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Relationship ManagementContract ManagementData AnalysisProduct Knowledge

    Other Skills

    • Problem Solving
    • Communication
    • Multitasking
    • Customer Service
    • Organizational Skills
    • Detail Oriented
    • Creative Problem Solving
    • Adaptability
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