Job Description

Work Truck Solutions' culture combines strong leadership, collaboration, and fun, with incredible growth opportunities for our employees in a fast-paced work environment providing employee engagement, recognition, and development.   Our software company is committed to innovation in the rapidly changing commercial vehicle market space. Our vision and culture allow employees to be recognized as thought leaders and thrive in their careers.  

IN ADDITION TO THE JOB RESPONSIBILITIES AND REQUIREMENTS, THE FOLLOWING ARE ESSENTIAL TO BE A SUCCESSFUL MEMBER OF OUR TEAM: 

• Curiosity: you seek knowledge, ask questions, and look for answers; you’re proactive and engaged
• Perseverance: you hit a delay; you know this is your moment to figure things out and to shine
• Innovation: you want to make things better, solve the puzzle, create something new
• Flexibility: there’s a new opportunity; you’re ready to flip the script, grow and adapt

Your teams are the face of the organization to our customers, providing account management, coaching, training, education, and support. Your focus will be sharing the voice of the customer internally, ensuring that all customer interactions are customer-focused, professional, and meet Work Truck Solutions standards.  Your team will make sure customers understand the value of our partnership with the goal of achieving our customer retention targets.

Responsibilities:

• Manage day-to-day Customer Success operations, team activities, and schedules
• Hire, set goals, evaluate performance and determine training and tools for Customer Success team members
• Provide key support to VP, Customer Success for KPI of improved customer retention through the development of innovative ideas, A/B testing, customer feedback, internal and external training, sharing information with customers (e.g., calls, emails, physical cards), working with other functions, etc.
• Supervise Dealer Advocates, Dealer Success Coaches, Dealer Group Specialists, and Product Training Specialists
• Constantly evaluate and adapt processes to improve the Customer Success team’s accuracy and productivity
• Evaluate how new processes in other departments and the industry will impact the Customer Success team (e.g., Onboarding team processes, new product functionality, Training), plan and adjust as necessary

Requirements:

• Experience managing people and processes
• Ability to manage remote teams and team members
• Must be a self-starter, with the ability to work quasi-autonomously
• Excellent written and verbal communication skills, able to communicate at all levels within the company and with industry providers
• High level of experience and comfort with technology
• An effective listener with an analytical mind, able to match needs with solutions
• Strong problem resolution aptitude
• Thrives as a team player in a fun, fast-paced, rapid-growth environment
• BS/BA degree or equivalent professional experience

Preferred Qualifications:

• Account management, sales, or customer service management experience
• Familiarity with automotive industry or US manufacturing and supply chain

This position would normally work out of our Chico, CA office, Monday through Friday; however, the company has been working fully remote since March 2020. Although you will be working remotely for the foreseeable future, the company hopes to eventually provide periodic opportunities for you to meet face to face with your team. 

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