Client Success Manager (automotive Industry/dealership Experience Required) - Remote Eligible

Client Success Manager (Automotive Industry/Dealership Experience Required)

ComplyAuto is a RegTech company offering cloud-based software that helps companies enhance their compliance and security capabilities while becoming more efficient and cost-effective. ComplyAuto began as a privacy compliance company for automotive dealers, but has quickly expanded into other verticals and compliance areas including cybersecurity, EHS (environmental, health, and safety), and legal compliance.

If you're a motivated Client Success Manager who is eager to contribute to a variety of projects while enjoying an array of exceptional benefits, we are excited to review your application!

Salary Range: $65,000-$73,000 base pay plus eligible for quarterly bonuses and overtime

Working Hours: Monday through Friday, 9:00 AM to 5:30 PM and every other Saturday with a thirty-minute lunch break. This position also requires occasional travel up to 20%, providing the opportunity to engage directly with clients and partners outside the employee's home office. Hours will vary on traveling days based on need.

Benefits:

• 401(k) $1 to $ 1 match up to 5%
• Medical, dental, and vision insurance; we pay 100% of premiums for employee and family
• HSA contribution for qualifying plans
• Unlimited Paid time off and 11 observed holidays
• Full-time remote opportunity, equipment provided

Essential Duties & Responsibilities: Client Success Manager (CSM) manages the full lifecycle from onboarding through ongoing, post-implementation account management. Acts as the customer's trusted advisor providing support, guidance, and technical expertise to leverage the organization's products or services to achieve their business objectives. Provides customer training and onboarding to facilitate smooth product adoption and build a strong customer relationship foundation. Proactively identifies customer needs and challenges and utilizes extensive product knowledge and problem-solving skills to develop solutions and resolve concerns. Coordinates with internal teams to develop resources, solutions, and tools to improve customer experience, engagement, and outcomes. Delivers feedback and advocates for solutions, product enhancements, and other actions to meet the needs of customers and ensure satisfaction and retention. Work is reviewed by the VP of Client Success for achieved results.

Work with assigned clients to understand their specific needs and objectives, tailoring the onboarding experience, serve as a guide and advocate for users, ensuring they have a positive and successful first experience with the product. Collaborate with the Sales, Customer Experience, Legal, Product teams to guide clients through the onboarding process of our products, primarily DealCheck Ai. Serve as main point of contact between ComplyAuto and the dealership to facilitate implementation by performing the following duties: Gather checklists, documents, forms, and sample deals from the dealership Provision of the dealership account Report back and review the results of the initial tests of deals through DealCheck AI and then coordinate gathering additional deals for further testing. Coordinate with the dealer the date of on-site training and go live date Assist in documenting current data sources and dealership workflows to establish a comprehensive implementation strategy. Develop and execute customized onboarding plans that align with each client's operational needs and compliance goals. Deliver product training sessions both on-site at the dealership and remotely, ensuring staff understands key features and functionalities. Conduct customer specific data collection sessions to support initial DealCheck AI scans and establish usage best practices. Maintain accurate and detailed onboarding documentation, including training materials and knowledge base articles. Onboard and manage accounts post-onboarding to strengthen long-term relationships and prevent disengagement, manage client expectations to ensure effective, efficient experience and exceptional customer service. Ensures all client interactions are documented in the customer relationship management application. Gather and report out on feedback throughout the implementation to help enhance product usability and continuously improve onboarding processes to enhance efficiency and effectiveness. Provide training, support, and product demos to help users become proficient with the product and motivate them to fully leverage the software's features and capabilities. Address customer queries, troubleshooting and resolving any issues. Managing client accounts, tracking performance, and ensuring that products are meeting agreed-upon service levels. Achieve high client satisfaction and retention rates. Aim for a 95% retention rate and a 9/10 satisfaction rate on biannual customer surveys. Conduct regular check-in meetings with clients, ensuring a minimum quarterly engagement. Introduce and upsell products to existing clients. Stay current on industry trends, regulatory updates, and emerging compliance threats impacting automotive dealerships. Leverage prior knowledge of compliance practices to effectively navigate and implement regulatory strategies across dealership operations.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelors degree or associate's degree preferred, High school or GED required; 5+ years of experience in customer service; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities: Work experience in the automotive industry sufficient to understand and explain the different types of automotive sales (leases, new cars) and the required documentation that must be completed and maintained in a deal jacket Demonstrated experience evaluating information critically, identifying root cause of problems, weighing options, considering potential outcomes and making timely decisions based on available information and analysis. Proven ability to manage multiple accounts and/or projects while maintaining attention to detail and excellent customer service. Strong interpersonal skills and ability to establish and maintain effective working relationships and successfully interact with people at all management and support levels, within and outside the organization. Excellent written and verbal communication skills, with the ability to effectively and persuasively communicate over the phone and in writing to explain how to use products. Excellent listening skills, and ability to understand the customer's persistent or recurring problems and effectively communicate how our products and services can address their problems. Demonstrated experience providing effective education, training and/or transferring product or service knowledge to end users. Ability to work with computer software programs sufficient to effectively and efficiently provide instructions, guidance and interpretation of software program data and reports. Strong experience with HubSpot CRM preferred. Strong organizational skills demonstrated across a range of processes and procedures and ability to proactively plan work tasks/schedules to meet deadlines while maintaining accuracy and quality. Ability to rely on experience, knowledge, and judgment to perform with limited supervision or direction. Proven ability to consistently perform duties with integrity, effectiveness, efficiency, and at the highest level of professionalism. Ability to maintain confidentiality of company and customer financial and private information. Ability to meet regular attendance expectations and meet tight deliverables deadlines. Demonstrated self-starter with personal initiative, motivation, creative and curious mindset, with resilience. Ability to travel to clients for in-person meetings to strengthen relationships and address their needs effectively on an occasional basis up to 10%. Valid driver's license and clean motor vehicle record is required to be insurable.

Applicants must be authorized to work in the United States and able to provide proof of work authorization within three days of start date. We are unable to sponsor or take over sponsorship of employment visas at this time. This is a fully remote opportunity, but candidates must reside within the Continental United States. Please note that we are not accepting applications from candidates residing in California, Hawaii, and Alaska for this position. ComplyAuto is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, age, religion, sexual orientation, national origin, disability, gender identity, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state, or local laws. ComplyAuto is an equal opportunity employer. We participate in the E-Verify program. Background check required.