About the role:
At Autolist, we’re building the next-generation online automotive marketplace. Have you, your friends or your family members ever bought a car? Was the process stress-free? Could you do it all on your phone? We know the answer is probably “no”... but we’re looking to change that. We are hard at work building a better way, leveraging the power of mobile. Our product is entirely free for consumers (auto shoppers). Despite our lean team, we’ve grown to millions of users and have the top-rated automotive mobile apps.
Our paying customers are the automotive dealers we connect with our highly-engaged auto shoppers. Our goal is to be our customers’ #1 partner. To help us deliver on this goal, we are bringing on a key leader to drive the strategy and execution of our customer success efforts. With support from Leadership and the broader Autolist team, you will help build out our strategy for customer success, the key process and operations to ensure happy dealer customers, and the analytics and processes to work with product and sales to deliver more value to our existing customers.
All of these areas are a top priority for the business: we have a solid foundation but enormous potential to improve as we scale. Success in this role will be achieved by both owning and running the early systems and also building out new systems as we expand. You should be scrappy enough to execute in a hands-on way, but also have the leadership and strategic skills to scale the team under you as we ramp our customer base.
Key activities include:
- Develop new strategies and processes to better serve Autolist’s dealer customers
- Ensure successful customer integration and on-boarding, working with Sales & Product
- Build and maintain strong relationships as the lead point of contact for all dealers, including being a “trusted adviser” with strategic accounts and senior level customer stakeholders
- Empathize with dealers to provide compassionate and succinct support, with a focus on building customer loyalty
- Work with the Support team to resolve any tickets or issues faced by your customers
- Collaborate with Sales to identify up-sell opportunities to maximize dealer investment (while ensuring strong dealer ROI)
- Create and analyze reporting tailored to customer needs and effectively illustrate value
- Become a product expert in order to identify and quickly escalate confusion or pain points
- Listen to customers to drive product changes that help us improve our product and customer experience, collaborating with Sales, Product, and Engineering teams
- Help determine prioritization of potential customer facing projects, in partnership with Leadership and Product team
- Identify and facilitate training opportunities for dealers on products, tools and other resources
- Attend trade shows and conferences as an Autolist ambasador to the industry
You are someone who is / has:
- Passionate about the customer, growing a company and delivering results
- Some sales or customer facing experience
- A strong business background (top-tier consulting, marketing, finance, biz ops) that informs your analytical approach to determining value and measuring success
- Experience leading and managing others; you know how to foster collaboration get the best out of everyone involved
- Known for your analytical horsepower; you bring intellect and curiously to everything you do
- Have some technical know-how and aren’t afraid of managing dealer integrations (some programming / technical experience / familiarity with SQL)
- An interest in the car buying and the automotive industry
- Enjoy digging in and getting your hands dirty to take things to the next level
- Don’t like taking no for an answer and are always looking to solve the next problem
- A teamplayer: ego isn’t part of your vocabulary... you take ownership and lead, but share credit and focus on the team’s wins
- Excellent organizational, interpersonal, and communication (written and verbal) skills
- Ability to consult with customers, influence them, and overcome objections
- Exceptional time management skills that allow you to proactively identify and handle multiple projects and initiatives simultaneously