Customer Success Manager, Sales Ops

Location – Open (remote/hybrid within Canada)
Reports to – Manager, Client Success
Job type – Full-time; Average working hours is 40 hours/week

Careers with endless roads to explore together.

We are on a mission to transform car dealership operations across North America through innovative software (SaaS) and services that enrich the customer journey and drive profitability for dealers. We are the team powering products like Quorum DMS (Dealer Management System), DealerMine CRM, Autovance, Accessible Accessories, VINN, as well as many more solutions that roll up into Quorum’s integrated suite of products.

Life at Quorum is about dreaming big as we reimagine the dealer solutions landscape, while staying humble, curious, and ready to collaborate at all levels. Our incredible team is driven to bring their ideas into the world, and work with modern tools and loads of flexibility, while building great relationships alongside some awesome humans to ensure our customers see value from our products and solutions.

Ready to hit the open road of automotive tech? Read on…

As Quorum’s Customer Success Manager, Sales Ops you must inspire long-term, trusting relationships with our customers. The Customer Success Manager role is to manage satisfaction levels to maximize revenue retention and drive revenue growth with the portfolio of assigned customers.

Customer Success Managers' responsibilities include developing strong relationships, connecting with key business executives and stakeholders, and providing ROI (return on investment) reports. Customer Success Managers also answer client queries and identify new business opportunities among existing customers. In this role, you will partner with cross-functional internal teams (including Product Support and Product Development departments) to improve the entire customer experience. This position requires occasional travel. A successful Customer Success Manager should collaborate with our sales team to achieve quotas while keeping our clients satisfied and engaged with our products and services overall.

Here is what we will expect from you at work:

Build and maintain strong, long-lasting client relationships
Negotiate contracts and close agreements to maximize profits and protect revenue
Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
Collaborate with sales team to identify and grow opportunities within the organization
Assist with challenging client requests or issue escalations as needed
Maintain consistent communication with key contacts on assigned accounts, provide performance reports and maintain updated contact logs
Attend various training sessions and webinars – stay abreast of all updates and their impact on Quorum (and adjust and communicate as required)
Follow, Quorum Customer Success best practices and standards
Complete all requests and duties as assigned and on time.
Other duties as assigned
Participate in Product Development meetings as a voice of the customer on an as needed basis

Here is the kind of candidate we are looking for:

Proven work experience as a Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
Intermediate experience with CRM software (e.g. Salesforce) and MS Office (particularly MS Excel and Power Point)
Experience delivering client-focused solutions to customer needs
Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
Excellent listening, negotiation and presentation abilities
Strong verbal and written communication skills
Post-secondary education preferred
Strong conceptual and analytical skills
Strong time management, organizational and interpersonal skills
Enthusiastic and self-motivated
Bilingual in French and English, would be considered an asset
Automotive Industry experience in dealership sales operations would be considered an asset
Familiarity with using one or more Quorum systems is considered an asset

It would be great if you had the following- but we do not expect you to have it all:

Strong Sales Background: While the role involves customer success, having a solid understanding of sales processes, techniques, and strategies is essential for effectively identifying upsell or cross-sell opportunities and maximizing revenue.
Customer Relationship Management (CRM) Skills: Proficiency in CRM software such as Salesforce, or similar platforms is often required. Experience in managing customer data, tracking interactions, and forecasting sales is beneficial.
Customer Success Experience: Prior experience in a customer success or account management role is highly desirable. This includes managing client relationships, ensuring customer satisfaction, and driving customer retention and loyalty.
Sales Experience in Car Dealerships: Prior automotive experience in the sales side of car dealerships is highly desirable. This includes salesperson and/or sales manager roles, or a strong demonstrated understanding of sales operations in car dealerships.

Additional Requirements

Criminal background check required
Candidates must hold a valid passport as some travel will be required.
Must possess a valid driver’s license
Flexible hours

How we work

We believe that to do our best work and solve some interesting challenges, there must be freedom to explore and work in a manner that inspires one’s most meaningful contribution. At Quorum, we remove traditional hierarchical barriers and collaborate broadly. We also work where it makes the most sense, whether that is remote, hybrid, or on-site. We care more about what you do than where you do it.

People first is how we roll — How we team up matters. At Quorum, we crave connection and inclusion. This helps us create a high-trust environment, do more impactful work, and enjoy the journey We are in the business of people, leading with integrity and transparency as we serve our clients and help them serve theirs.

Forward focus — We were built on the notion of a better way forward. This mindset of innovation and optimization has us enrich the automotive industry by tapping into our full skill sets and using the latest tech to turbocharge progress.

In the driver’s seat —At Quorum, you are not a cog in the wheel but a driver of progress for our business, our team, and your career. We want your voice to be heard and your ideas to be shared, and we will empower you with an abundance of ownership over your work.

Revved up for growth — New experiences, learning, and growth energize us, help us evolve and be the best version of ourselves—as individuals, as an organization, and as a team.

Quorum’s Family of Brands

Quorum DMS is a Dealership Management System that automates, integrates, and streamlines key processes across departments in a dealership, and emphasizes revenue generation and customer satisfaction.

DealerMine CRM is a sales and service Customer Relationship Management system and set of Business Development Center services that drives revenue into the critical sales and service departments in a dealership.

Autovance is a modern retailing platform that helps dealerships attract more business through digital retailing, improve in-store profits and closing rates through our desking tool and maximize efficiency and CSI through our F&I menu solution.

Accessible Accessories, support leading dealerships profit from dramatically increased accessory sales. Accessible Accessories is focused solely on giving dealerships the tools they need to price, promote, and quote accessories online and on the sales floor.

VINN, a premier automotive marketplace that streamlines the vehicle research and purchase process for vehicle shoppers while helping retailers sell more efficiently. VINN provides a 5-star Google rated concierge service that assists consumers through the complex vehicle sales process.

To find out what is in it for you and to apply for this position please visit www.QuorumInfoTech.com/Careers

Get to know #LifeAtQuorum. Apply today

Quorum Information Technologies Inc. is traded on the Toronto Venture Exchange (TSX-V) under the symbol QIS. For additional information please go to www.QuorumInfoTech.com

Quorum is an Equal Employment Opportunity employer – We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex, sexual orientation, gender, gender identity, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

*Only those candidates that meet our requirements for this position will be contacted*

INDHP

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