Customer Success Manager

Customer Success Manager Job Summary: The Customer Success Manager is the primary point of contact between Net Driven and our customers, delivering the highest level of service via phone, email, and web meetings. This position uncovers each customer's goals and proactively recommends marketing solutions that address their needs, with the aim of retaining and growing their partnership with Net Driven. A successful person in this role becomes a true customer partner — helping dealers sell, service, and retain more customers, while expanding their shop's revenue opportunities. Here is more of what you’ll get to do: • Help independent auto service and tire businesses thrive in a competitive market space. • Become an expert on all Net Driven products (within the first 90 days of employment). • Consistently lead quarterly business reviews with your portfolio of customers. • Build strong customer relationships through remote, web meetings and professional virtual communication. • Respond quickly and persistently to customer issues, working to resolve concerns in a timely and effective manner. • Identify customer needs, communicate the value of relevant products and services, and refer qualified sales opportunities to the Sales Team. • Consistently work to retain your book of business by successfully identifying at-risk customers and taking proactive actions to save. • Contribute and support positive customer satisfaction scores by providing best-in-class service (CSAT/NPS). • Maintain and uphold all internal processes and procedures. • Proactively seek to improve tasks and meet company goals. • Become an expert on and use a robust set of business tools—including Salesforce, Jiminny, Power BI, and Vonage - to manage customer relationships, track performance, support communication, and uncover opportunities for improvement. You’ll thrive in this role if you have: • An Associates Degree in Business Administration or related field, required. • Professional experience specifica