Customer Success Consultant

 

Customer Success Consultant

The Company

Constellation R.O. Writer Inc. (ROW) is a leading automotive software business and an innovative market leader with a long history of success in serving independent and franchised automotive repair shops. Their software helps these shops increase efficiency, predictability, and profits which has allowed ROW to become the trusted partner for over 4,000 businesses across North America.

The Role

The Customer Success Consultant is responsible for managing customer relationships following onboarding, ensuring that customers maximize the value of the company’s products and services.

This role involves providing ongoing support and delivering additional services, such as training and guidance, to help customers achieve their goals. They will leverage key performance metrics to identify opportunities for growth, ensuring customers are continually adopting new features and enhancing their overall experience.

By maintaining regular communication and proactively addressing potential issues, the Customer Success Consultant plays a key role in driving customer satisfaction, fostering loyalty, and preventing churn.

Success in this role requires a passion for customer service, strong problem-solving skills, and a data-driven approach to customer success.

 

 

Responsibilities

• Build and manage strong and lasting customer relationships following their onboarding to ensure a smooth transition and continued success with the product.
• Provide ongoing customer support & training to ensure customers understand how to leverage the full value of the product and its features, helping them achieve their desired outcomes.
• Regularly analyze customer usage data and performance metrics to identify areas for improvement and growth opportunities ensuring customers get the most out of the product.
• Monitor customer health and proactively reach out to offer solutions or additional services that can enhance their experience, such as product training, feature walkthroughs, or troubleshooting.
• Identify at-risk customers and collaborate with internal teams (Sales, Support, Product) to create targeted strategies to reduce churn.
• Manage cancellation process when required, capturing information that can help build improved strategies to retain customers
• Act as the voice of the customer within the organization, providing valuable feedback to internal teams (product, sales, and support) to improve the overall customer experience and product offerings.
• Maintain accurate records of customer interactions, training sessions, and feedback in CRM tools, ensuring all relevant information is tracked and accessible for ongoing relationship management.
• Create and deliver engaging written documents, video tutorials, and/or webinars that improve the learning experience for our customers
• Perform customer upgrades to keep them current on new releases and features made available.
• Maintain a high level of proficiency in the use and configuration of the R.O. Writer software, including new features as introduced to ensure customers get the full value of the software.
• Effectively communicate (verbal and written) with all levels of the organization and outside customers regarding any reported issues.
• Participating in the development and documentation of processes resulting in improved customer success strategies
• Outreach to customers to discuss latest product releases and schedule upgrades as needed
• Perform all other duties as assigned by immediate supervisor.

 

Qualifications

• Previous experience installing and configuring software.
• 2+ years training customers remotely on newly implemented systems.
• Experience in automotive shop management systems, is an asset.
• Proficiency with internet browsers and MS Office.
• Exceptional customer service skills, including the ability to work with users of all skill levels.
• Excellent active listening skills, as well as written and verbal communication in English.
• Strong analytical and problem-solving skills.
• Comfortable working independently and managing workload with minimal supervision while collaborating with other remote employees.
• Ability to gather and analyze information to configure software that meets customer requirements.
• Anticipate, and recognize problems and opportunities.
• Sense of urgency and commitment to excellence in customer service.

Location

• Remote/North America

R.O. Writer

Exempt

The estimated base salary range for this role in the United States is $60,000.00 - $90,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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