Customer Success Specialist

BizzyCar

BizzyCar

Customer Service, Sales & Business Development
United States
Posted on Wednesday, July 10, 2024

Have you been looking for an opportunity to join a fast-growing start-up and take on a dynamic and data-driven role with tons of opportunity to learn and grow?

BizzyCar is looking for a Customer Success Specialist to join our Customer Success team. You will own customer accounts and help build an innovative team that is laser-focused on unlocking customer value. As outlined in more detail below, you will be analyzing, executing and reporting on strategies and tactics to preserve and increase value for customers. Your efforts will be directed at meaningfully moving the needle on internal Key Performance Indicators of customer satisfaction, time-to-value, Logo Retention Rate, Gross Retention Rate and Net Retention Rate.

This position is essential to the success of our automotive dealership partners and our company. Through your efforts, we will help our industry put safer used cars on the road, create revenue growth for our customers, and solve challenging automotive industry problems through technology and innovation.

Responsibilities:

  • Execute
    • Become Subject Matter Expert (SME) on how BizzyCar products work from process to technology and how to best derive value from them
    • Become SME on customer context and value-drivers
    • Collaborate with sales as needed including joining meetings
    • Lead customer onboarding process to educate them on the value of our products while, guarantee alignment of expectations, configure their web portal in a bespoke manner, and help them succeed
    • Lead additional customer trainings to protect and/or increase customer value
    • Lead account reviews to stay ahead of value-creating opportunities and retention threats and convert renewals and upsell opportunities
    • Act as the voice of the customer by actively listening to customers, diligently documenting feedback, and frequently coordinating with technical or other business teams to help resolve customer concerns and bring them value through product improvements
    • Review customer support tickets to ensure satisfaction and performance
    • Create and implement new processes within the Customer Success team
  • Analyze
    • Review customer data daily in proven and novel ways to identify opportunities for value creation
    • Review customer journey of accounts to identify threats and prioritize accounts
  • Report
    • Ideate and present value creation account opportunities to management
    • Present retention threats to management
    • Present customer product/service feedback to management