Customer Success Specialist

CSS Level 1 Focused on direct customer engagement, reporting analytics, onboarding, and performance management:

- Customer Engagement:

- Lead scheduled dealer meetings, ensuring action items are met by both WarrCloud and the dealership to keep clients aligned and engaged.

- Account Management:

- Guide new customers from onboarding through ongoing support, fostering loyalty and reducing churn by addressing challenges and celebrating successes. - Identify performance gaps or delays that may impact client satisfaction, and escalate as needed to department leads or leadership. - Maintain regular tracking and documentation of departmental contributions to each account's success.

- Reporting Analytics:

- Analyzing reporting on dealership warranty schedules, dealership operational challenges, and dealership operational successes, and utilizing critical thinking to advise dealerships on best practices for dealership operational success. - Prepare internal summaries or reports outlining account status and dealership performance.

- Customer Advocacy:

- Act as a liaison between customers and internal teams, monitoring accounts to ensure service levels and deliverables are met across all supporting departments, communicating client needs to drive improvements in product features, training, and overall satisfaction. - Provide feedback and insight on recurring issues, helping drive process improvements and accountability across teams. - Act as a point of contact for dealership escalations, helping to resolve cross-departmental challenges efficiently.

CSS Level 2 Builds on Level 1 responsibilities, with a stronger emphasis on strategic collaboration for deeper account growth. CSS 2 requires independent judgment, cross-functional collaboration, and a proactive approach to identifying gaps and driving improvement. You will also support team development, assist in escalated situations, and contribute to strategic process enhancements.

- Strategic Collaboration:

- Partner closely with Sales on presentations, growth strategies, and engaging larger dealership groups. - Attend and contribute to cross-functional meetings to advocate for account health, promote accountability, and ensure internal alignment.

- Product Partnership: Represent dealership needs and suggest product enhancements, working with the Product team to improve functionality and reporting capabilities. - Escalation and Peer Support:

- Support and guide team members through complex escalations or difficult client situations to ensure swift and effective resolution. - Contribute to onboarding and training of new team members by sharing best practices, tools, and institutional knowledge.

- Cross-Functional Collaboration: Ability to coordinate effectively across multiple departments and communicate expectations clearly. - Escalation Management: Skilled in guiding others and managing high-pressure or complex client situations calmly and efficiently. - Analytical Thinking: Capable of assessing account activity, identifying trends or gaps, and making data-informed decisions. - Attention to Detail: Monitors account status, documentation, and internal tasks with a high degree of accuracy. - Problem Solving: Proactively resolves issues and contributes to long-term fixes rather than temporary workarounds. - Time Management & Prioritization: Manages multiple priorities efficiently while meeting internal deadlines and SLAs. - Customer-Centric Mindset: Keeps the client's experience top of mind while balancing internal responsibilities. - Financial Analytics: Ability to analyze financial claim trends, identify lost revenue opportunities, and evaluate processing performance to ensure financial accuracy and maximize dealer profitability.

Applicants who advance in the selection process will be asked to complete the Culture Index survey as part of our evaluation. Completion of this step is required for further consideration.

- 2+ years in customer success or account management, ideally within the automotive industry. - Proficient in Microsoft Office and Google products (Excel, basic analytics, Word, PowerPoint, and Google Drive)

- Experience using CRM/Project Management tools such as Salesforce and Insightly - Ability to analyze RO-level data to identify trends, revenue loss, or processing inefficiencies. - Strong communication and interpersonal skills; comfortable working cross-functionally.

- High attention to detail and strong organizational habits.

- Ability to stay composed under pressure and guide others through escalated issues.

- Collaborative mindset with the ability to influence without direct authority.

- Strong problem-solving and conflict-resolution skills. - Ability to multitask in a fast-paced environment with competing priorities. - Comfortable making recommendations to management and contributing to process development.

- Availability to work full-time during standard business hours, with flexibility for time-sensitive account needs.

- Background in financial analysis or data interpretation related to warranty claims, profit recovery, or dealership service operations is a plus. - Preferred background in Automotive Warranty Processing.

- 5+ years in customer success, with experience in both dealership and executive-level interactions. - Proven ability to independently manage high-impact or complex accounts with minimal oversight. - Plays a key role in mentoring, coaching, and onboarding new staff; acts as a point of escalation and knowledge resource for peers. - Demonstrates ownership mindset-consistently drives accountability, follow-through, and proactive problem solving across departments. - Models professionalism and operational excellence; upholds team standards, enforces best practices, and promotes a culture of continuous improvement. - In-depth knowledge of Fixed Operations and experience in the automotive industry. - Bachelor's in Communication or equivalent work experience in performance/account management.

- 100% Covered Medical - Unlimited/Flexible PTO Policy - Stock Options - Remote Work Flexibility - 10 Paid Holidays Per Year