Shopmonkey

Associate Customer Success Manager – Bilingual

Shopmonkey

full-time

Posted on:

Location Type: Hybrid

Location: Morgan Hill • California • United States

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Salary

💰 $25 - $30 per hour

About the role

  • Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry
  • Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help
  • Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services
  • Ensure customers are engaged and proactively engage in churn mitigation efforts
  • Monitor and evaluate the health of our customer base, ensuring customers renew their subscription on an ongoing basis
  • Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience.
  • Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn
  • Communicate thoughtful, customized solutions that help customers move forward and grow their business
  • Visit customers and attend events/trade shows as required

Requirements

  • Experience managing customers at various life cycle stages
  • Experience supporting SAAS products
  • Experience being a "product expert" and guiding customers on best practices
  • Fluency in both English and Spanish
  • Clear, professional, friendly and informative communication style
  • Deep sense of empathy and experience in customer-facing roles
  • Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday
  • Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel
  • Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.
  • Adapt quickly to changing priorities and evolving customer needs
  • Have a related education background (Bachelor’s degree preferred)
  • Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus
  • Truly appreciate cars and/or are familiar with the automotive industry
Benefits
  • Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
  • Short term and long term disability
  • Employee assistance program
  • Reimbursement for a personal health and wellness membership
  • Generous parental leave
  • 401(k) available upon hire
  • 11 paid holidays
  • Flexible time off - take the time off you need!
  • Matching donations for approved charitable organizations
  • Group volunteer efforts
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer managementSaaS supportproduct expertiseproblem solvingcustomer engagementchurn mitigationsubscription renewalcross-sellingup-sellingreporting
Soft Skills
empathycommunicationresourcefulnessadaptabilitycollaborationmotivationcreativityprofessionalismfriendlinesscustomer-centric approach