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Client Success/ Ops Manager

Posted Sep 12

PartsMarket
Headquarters: San Francisco, CA
PartsMarket.com

PartsMarket is looking for a full time client success manager to assist in client retention, growth and awareness.  This person is responsible for developing customer relationships that promote retention and loyalty.  Your job will be to work closely with customer to ensure they are informed and satisfied with the services and products they receive and help the operations team to learn or areas for improvement.  This position will own a growing portfolio of existing customers.

Responsibilities:

Onboarding- Help to onboard new customers to our product and services.

Communication-  It is important to act as a single point of contact for customer questions or concerns and to provide feedback in a timely manner.

Troubleshoot- Troubleshoot any questions or concerns that may arise and communicate those upstream to management as well as solve problems quickly for the customers.

Develop Meaningful Customer Profiles- Categorize and understand our different customers and be able to give a quick profile of their needs and what attracts them to our company. Understanding these needs can help us tailor our products to gain additional wallet share from those customers.  Work directly with Operations and Engineering to develop processes that achieve those needs.

Monitoring user health- Continually monitoring the overall health of our customers.  Identifying their purchasing trends- presenting data of customers, their buying patterns, etc to the team.  Offering creative suggestions for optimal conversion of customer quotes as well as presenting a summary to the team of customer concerns that may negatively be impacting the customer's experience/health.

Client Retention- If our customers love our product and experience then we should see high retention, if the customer is dissatisfied then we will see churn.  It is important to always be aware and proactive to all churn threatening scenarios.  Thus the retention should be a result of anticipating these situations and resolving the concerns effectively and timely.

Operations Support- Serve as overflow operational support to the VP of operations.  

What we are looking for:

3+ year experience in customer success or account management role.

A self-starter or someone who can work autonomously.

Comfortable creating slide decks and presenting data to customers

Excellent written and oral skills

Comfortable working with in a fast paced environment

Comfortable handling basic administrative tasks, excel, customer support tools, etc.

Experience in the Auto Industry is a plus!

Must be willing to work 7-4 or 8-5 PST

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Apply for this position

Send Resume to jobs@partsmarket.com