• Customer Success Manager

    Job Locations US-TX-Las Colinas
    FLSA Status
    Exempt
    Type
    Regular Full-Time
  • Mission

    CUSTOMER SUCCESS MANAGER

     

    Who We Are

    Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms. The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, please visit solera.com.

     

    The Solera Way

    Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability).  We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits.  The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

     

    Are You Uncommon?

    We’re on the hunt for an experienced Customer Success Manager who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed.  You will serve as the Customer Success Manager reporting to the Director Customer Success.

    Position 80s

    What You’ll Be Doing

    At Solera, we believe in providing clarity and focus to what our volunteers are responsible for – their mission.  The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission.  The mission 80’s for this role, are:

    1. Manage customer relationships in a manner that is focused on proactive engagement.
    2. Facilitating a streamlined aftersales customer journey.
    3. Own the success of the customer, including onboarding, product adoption, retention, and growth.

    Additional responsibilities of the role include:

    • Understand customers’ business challenges and industry trends and consult on how Solera can help them achieve their objectives.
    • Prepare content that educates users on how to fully utilize the product platform.
    • Develop relationships with influential users in a customer organization and convert them into Solera champions.
    • Collaborate cross-functionally
    • Advocate for the needs of customers to leaders in different departments.
    • Raise critical customer concerns internally and mobilize resources to resolve issues.
    • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers.
    • Monitor Customer Health Metrics
    • Monitor product engagement and intervene as early as possible when risks and problems arise.
    • Conduct regular business reviews to celebrate positive outcomes and see opportunities for growth.
    • Manage churn by maintaining an awareness of customer goals and health by utilizing available resources to identify and address barriers to successful adoption and expansion.
    • Experience with CRM’s such as Salesforce.

    It is impossible to list every requirement for, or responsibility of, any position.  Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.  Therefore, the above job description is not comprehensive or exhaustive.   The Company reserves the right to adjust, add to or eliminate any aspect of the above description.  The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

     

    Qualifications

    Are You Qualified?

    • Bachelor’s degree or equivalent
    • 3+ years’ experience Customer Success Management, Account Management, or Professional Services role in a fast-paced SaaS organization.
    • A strong track record of managing small and medium customer accounts with a focus on achieving a high renewal/retention rate.
    • Consultative approach with proven customer relationship building experience.
    • Excellent communication, written and oral presentation and negotiation skills.
    • Comfortable with presenting to customers, both in-person and virtually.
    • Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels.
    • Outstanding organizational skills
    • A team player with excellent collaborative skills.
    • Technically savvy and comfortable working with and learning new applications.
    • Ready to accommodate occasional travel if required
    • Knowledge and/or prior experience in the Automotive Aftermarket Industry desired

    Our Space

    We believe that offices should be destinations where people want to be… places where people want to work, play and, collaborate. That is why we spend a lot of time on enhancing our workspaces. Solera’s work environments are intersections of the old and the new… of the past, present, and future. They are spaces designed to stimulate creative thinking, innovation, and cross-functional collaboration.

     

    We also embrace wellness. Whether it is our onsite or offsite workout centers, nutritional meals and beverages, or endless snacks for focus and energy.  This wellness plan is our commitment to healthy living, which spans across our office environments.

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