Customer Success Manager

Customer Success Manager

About Vehlo

We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology.

Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever.

Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.

What You’ll Do:

• Collaborate with recently signed customers
• Understand customers' needs and goals to achieve their objectives (from the Why Buy)
• Become their trusted advisor / consultant
• Present the platform to audiences of all sizes both in-person and virtually.
• Ensure dealerships fully adopt and utilize our suite of products
  • Deliver additional training onsite/virtual when needed
• Analyze dealership data to provide insight into better performance
• Monitor health metrics to identify high churn risk (ChurnZero will help facilitate)
• Assist in the preparation of scheduled reports
• Send monthly communication, utilization, etc...
• Have daily meaningful contact with customers
• Document customer information, activities and interactions within SalesForce/ChurnZero
• Drive expansion & upsell opportunities
• Respond to customer inquiries via email, phone & texts
  • Manage customer escalations and facilitate resolution
• Provide users with troubleshooting, functionality explanations and best practices
• Travel locally (within a radius of 2 hours of your home) and OOM (1 week per month)
• Create a partnership across multiple departments, connect with all levels of users and work toward each dealership’s goals

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.