National Carwash Solutions

Senior Customer Success Specialist

National Carwash Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Job Level

Senior

About the role

  • Lead and mentor junior customer success specialists in account management and client-facing roles and responsibilities
  • Establish a strong working relationship with key customer contacts across enterprise-level accounts
  • Oversee the team’s review of the company’s current state operations and identify potential issues and risks to the onboarding process
  • Analysis and preparation of the customer’s current data from other platforms to prepare it for import into the AMP system
  • Development of onboarding project plans, including hardware order tracking
  • Meet regularly with the customer throughout the pre-launch phase
  • Oversee the setup and configuration of the new customer’s AMP platform
  • Support training key customer resources, such as support, marketing, finance, and IT
  • Establish and execute a go-live project plan
  • Once live, monitor performance and expedite issue resolution
  • Solicit customer feedback and address any issues or gaps
  • Proactively review and analyze customer data to identify examples of good use cases and areas for improvement
  • Take ownership of the customer’s AMP platform
  • Monitor customer support requests and own escalations and resolutions
  • Navigate difficult client situations, including invoice payments, contract enforcement, and delivery/onboarding delays
  • Notify the customer of new features and recommend how to best leverage them
  • Manage customer feature requests and other needs outside of tech support
  • Look for opportunities for case studies, testimonials, referrals, and upsells
  • Continuously evaluate and improve customer-facing documentation and support processes
  • Test new tools and techniques to help refine internal processes

Requirements

  • Bachelor's degree
  • 5+ years of experience in a similar role
  • Comfortable analyzing data in Excel and presenting concepts in PowerPoint
  • Passion for problem-solving
  • Exceptional logic skills and attention to detail, able to pick up complex topics and develop solutions on the fly
  • Comfortable presenting your insights internally and externally
  • Able to make strong connections quickly and instill confidence
  • Ability to stay focused and organized while managing multiple projects and toolsets
  • Ability to effectively manage large accounts with 50-100 site locations
  • Exceptional writing and communication skills
  • Experience working under pressure and balancing the demands of multiple stakeholders
  • Comfortable leading training sessions, large meetings, and difficult conversations
  • Experience leading people and processes related to account management and/or business analysis
Benefits
  • Highly competitive salaries
  • Potential equity interest in a rapidly growing company
  • Generous PTO policy and holiday schedule
  • 401(k) plan with company matching
  • Excellent medical, dental, and vision insurance
  • Free gym, snacks, and beverages
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisExcelPowerPointonboarding project plansAMP platform managementcustomer data preparationissue resolutioncustomer support managementfeature request managementdocumentation improvement
Soft Skills
problem-solvingattention to detailcommunication skillsorganizational skillsrelationship buildingpresentation skillsleadershipstakeholder managementadaptabilityconflict resolution
Certifications
Bachelor's degree