Customer Success Manager

1 week ago

Abbotsford British Columbia, Fraser Valley, Canada BD Diesel Full time

At BD Diesel Performance we're constantly striving not to be simply the best, but to be better. That road never ends, and engenders a culture that isn't satisfied with status quo, but of constant improvement. It means supporting employees with competitive wages, health benefits, and the tools they need. It means colleagues respecting, and supporting one another. It means better processes and better communication. Ultimately it means a better work environment, and product.


Job Summary


Reporting to the CEO, the Customer Success Manager (CSM) is responsible for ensuring customer satisfaction and success by building strong relationships, understanding their business needs, and providing tailored solutions. The CSM is responsible for managing our technical support team and our customer care team. The CSM acts as the main point of contact for customers, guiding them through their journey, and ensuring they receive maximum value from our products and services. This role combines elements of sales, customer service, and account management, technical support, requiring excellent communication skills, a deep understanding of the product, and a proactive approach to problem-solving.


Duties

  • Develop and maintain long-term relationships with key customers in the industry.
  • Serve as the main point of contact for customer inquiries, issues, and escalations, ensuring timely and effective resolution.
  • Understand customer needs and provide tailored solutions to maximize the value of our products and services.
  • Conduct regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for improvement.
  • Collaborate with sales, marketing, engineering, and product teams to ensure customer feedback is integrated into our product development and service delivery processes.
  • Proactively identify and address potential issues or concerns before they escalate.
  • Develop and implement strategies to improve customer retention and reduce churn.
  • Provide training and support to customers on product usage and best practices.
  • Process milestones for the clients and employees to work toward.
  • Promote value through customer experience.
  • Assist in creating employee training and educational materials to support the customer.
  • Monitor customer usage and engagement metrics to identify trends and areas for growth.
  • Advocate for the customer perspective within the company, ensuring their voices are heard and their needs are prioritized.
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
  • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
  • Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
  • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
  • Prepare documentation or visuals of campaign performance for clients; analyze trends in CSAT and NPS scores to identify areas for improvement
  • Work with sales and marketing teams to boost customer referrals and develop case studies
  • Other duties as assigned by your manager.


Management Responsibilities

  • This role will oversee the technical support and client care team across the organization at multiple locations.
  • Perform regular performance management and other reasonable manager duties as required.


Working Conditions

  • This role will be remote, the incumbent will be required to ensure their workspace meets safety standards and privacy requirements with regards to customer data.
  • Will be required to wear required PPE when visiting customers and adhere to their safety standards.


Education & Experience

  • Bachelor’s degree in business, Marketing, or a related field required.
  • Proven experience as a Customer Success Manager or in a similar customer-facing role, in the automotive industry is required.
  • Strong understanding of automotive parts and the automotive industry.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
  • Problem-solving skills with a proactive and solution-oriented approach.
  • Ability to manage multiple accounts and priorities simultaneously.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Proficiency in CRM software and other customer success tools.
  • Ability to work independently and as part of a team.
  • Legally authorized to work in either the US or Canada, wherever your base office is located.
  • Ability to travel to the US and Canada.

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