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 60M annual repair orders, and process over $12B in payments volume annually. 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.

About the Role:

As a Customer Success Manager at Shop-Ware you possess high positive energy and love helping customers. You have experience selling SaaS solutions to small and medium sized businesses. You are well organized and never miss any important milestones. You are a diligent worker, technically savvy, a problem solver, and do whatever it takes to deliver value to businesses. You will make it your priority to positively impact and help our customers while positively representing Shop-Ware. You use your expertise, creativity, and passion to meet our customer needs — and remind them that behind our awesome product are amazing people like you who are the voice of Shop-Ware!

What You’ll Do:

• Work closely with Sales to jump start new customer onboarding

• Onboard customers through a combination of online training tools, training meetings you’ll conduct, and ongoing follow-up of questions during the onboard cycle

• Ensure customer is fully aware of the onboard process and where they are in the process

• Communicate goals and milestones to the customer and ‘push’ them to continue moving forward

• Drive adoption of the customer and their staff

• Set and adhere to go-live dates and ensure everything the customer needs to meet that date happens

• Monitor the health of customers in your onboarding pipeline

• Diligent tracking and measurement of each onboarding customer to ensure they are successful

• Post go-live check-ins, ensure ongoing adoption, and regular check-ins with customers to maintain customer health

• Deliver training through webinar and/or conference calls with key stakeholders

• Measure and understand where the customer is at in terms of their needs to be ready for go-live

• Track bugs, feature requests, other customer needs and escalate as appropriate to Support

• Diligent tracking of your activities so each customer receives the attention they require

Travel Requirement: Less than 5%

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