Associate Customer Success Manager - Bilingual

Shopmonkey•Morgan Hill, CA

4d•$25 - $30•Hybrid

About The Position

As an Associate Customer Success Manager, you have the opportunity to serve, help and guide auto repair shop owners in digitally transforming their businesses with Shopmonkey. In this position, you will lead Shopmonkey’s customer expansion initiatives. You are responsible for building relationships with customers, mitigating churn, building towards expansion, and driving adoption and engagement with key value-add products and features . Please note: This is a hybrid role with 2-3 days/week in office at our Morgan Hill, CA office. You will have the opportunity to: Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services Ensure customers are engaged and proactively engage in churn mitigation efforts Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience. Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn Communicate thoughtful, customized solutions that help customers move forward and grow their business Visit customers and attend events/trade shows as required

Requirements

Experience managing customers at various life cycle stages
Experience supporting SAAS products
Experience being a "product expert" and guiding customers on best practices
Fluency in both English and Spanish
Clear, professional, friendly and informative communication style
Deep sense of empathy and experience in a customer-facing roles
Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday
Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel
Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.
Adapt quickly to changing priorities and evolving customer needs
Have a related education background (Bachelor’s degree preferred)

Nice To Haves

Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus
As a nice plus, truly appreciate cars and/or are familiar with the automotive industry

Responsibilities

Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry
Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help
Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services
Ensure customers are engaged and proactively engage in churn mitigation efforts
Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis
Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience.
Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn
Communicate thoughtful, customized solutions that help customers move forward and grow their business
Visit customers and attend events/trade shows as required

Benefits

Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
Short term and long term disability
Employee assistance program
Reimbursement for a personal health and wellness membership
Generous parental leave
401(k) available upon hire
11 paid holidays
Flexible time off - take the time off you need!
Matching donations for approved charitable organizations
Group volunteer efforts