Customer Success Specialist

Job Description

Customer Success Specialist | Reynolds and Reynolds

The Tone:
This is a full-time, field-based role at Reynolds and Reynolds, dedicated to supporting a portfolio of automotive dealership customers. Reynolds and Reynolds is a leading provider of comprehensive software solutions designed specifically for the automotive industry. In this pivotal position, you will serve as a key consultant, ensuring that dealership customers fully leverage and maximize the value derived from their purchased software products. Your contributions directly impact customer satisfaction and the effective integration of our solutions into their daily operations.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Field-based, covering a designated area

• Mission: Ensure automotive dealership customers maximize the value of their purchased software.
• Tech Stack: Software products, Video conferencing

What You’ll Actually Do
• Consultative Support: Provide high-level customer support and act as a strategic consultant to a portfolio of automotive dealerships, guiding them through effective software utilization.
• Software Optimization: Proactively ensure customers are effectively utilizing all features of our software products to their full potential, identifying opportunities for increased efficiency and value.
• On-site and Remote Delivery: Deliver essential support and guidance primarily through on-site visits, comprising approximately 80% of your time, complemented by video conference interactions for the remaining 20%.
• Relationship Management: Cultivate and maintain strong, lasting relationships with customer contacts and key stakeholders within your assigned dealerships, fostering trust and partnership.
• Account Portfolio Guidance: Manage and provide expert guidance to approximately 30-50 dealerships within your designated geographical area, helping them achieve their operational goals with our solutions.

The Must-Haves
• Background: Bachelor’s Degree or equivalent experience.
• Experience: Proven ability to build and maintain strong customer relationships, deliver high-level customer service, and demonstrate excellent organizational skills in managing a portfolio of accounts.
• Skills: Strong written and verbal communication skills are essential for consulting and support, combined with the self-discipline of a self-starter with excellent time management capabilities. Additionally, reliable home internet with sufficient bandwidth for effective video conferencing is required.
• Operational: Must possess a valid driver’s license with fewer than 2 moving violations in the last three years and no OVI/DUI/DWI violations in the last five years. Ability to travel, including overnight hotel stays, up to 50% during the approximately 6-month training period, reducing to approximately 30% of the month after training.