Customer Success Manager

Description

Customer Success Manager

Job Summary:
The Customer Success Manager is the primary point of contact between Net Driven and our customers, delivering the highest level of service via phone, email, and web meetings. This position uncovers each customer's goals and proactively recommends marketing solutions that address their needs, with the aim of retaining and growing their partnership with Net Driven. A successful person in this role becomes a true customer partner — helping dealers sell, service, and retain more customers, while expanding their shop's revenue opportunities.

Here is more of what you’ll get to do:

•    Help independent auto service and tire businesses thrive in a competitive market space.
•    Become an expert on all Net Driven products (within the first 90 days of employment).
•    Consistently lead quarterly business reviews with your portfolio of customers.
•    Build strong customer relationships through remote, web meetings and professional virtual communication.
•    Respond quickly and persistently to customer issues, working to resolve concerns in a timely and effective manner.
•    Identify customer needs, communicate the value of relevant products and services, and refer qualified sales opportunities to the Sales Team.
•    Consistently work to retain your book of business by successfully identifying at-risk customers and taking proactive actions to save.
•    Contribute and support positive customer satisfaction scores by providing best-in-class service (CSAT/NPS).
•    Maintain and uphold all internal processes and procedures.
•    Proactively seek to improve tasks and meet company goals.
•    Become an expert on and use a robust set of business tools—including Salesforce, Jiminny, Power BI, and Vonage - to manage customer relationships, track performance, support communication, and uncover opportunities for improvement.

You’ll thrive in this role if you have:
•    An Associates Degree in Business Administration or related field, required.
•    Professional experience specifically in a consultative, account management, and/or customer retention role, preferred.
•    Experience in digital advertising, marketing, agency, or media sales preferred; call-center experience a plus.
•    Demonstrate public speaking and presentation ability. Excellent verbal and written communication skills, required.
•    Superior relationship-building skills.
•    Detail oriented, punctual and professional.
•    Self-starter who works well independently, on a team, and under deadline pressure.
•    A workspace that allows you to hold business meetings without interruptions. Thrive in a work-from-home position with no expected travel.
•    Proficient in Microsoft Office products, required

• Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence
  Compensation & Benefits:
  This role offers a competitive base salary plus performance-based incentives tied to customer retention and qualified referrals — the stronger your results, the greater your earning potential.

Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!

Who are we?
LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more.

Our family of brands includes Dealer Spike, ARI Network Services, Inc. (ARI), Dealer Car Search, Frazer, TCS Technologies, Net Driven, Direct Communications, Inc. (DCi), Auction123, Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV.

We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.

In this role, you’ll be working with our Net Driven brand who is an industry leader specializing in digital marketing solutions for the Auto/Light Truck Tire and Auto Service industry.