Customer Success Specialist

2+ years in customer success or account management, ideally within the automotive industry. Proficient in Microsoft Office and Google products (Excel, basic analytics, Word, PowerPoint, and Google Drive). Experience using CRM/Project Management tools such as Salesforce and Insightly. Ability to analyze RO-level data to identify trends, revenue loss, or processing inefficiencies. Strong communication and interpersonal skills. High attention to detail and strong organizational habits. Ability to stay composed under pressure and guide others through escalated issues. Collaborative mindset with the ability to influence without direct authority. Strong problem-solving and conflict-resolution skills. Ability to multitask in a fast-paced environment with competing priorities. Comfortable making recommendations to management and contributing to process development. Availability to work full-time during standard business hours, with flexibility for time-sensitive account needs. 5+ years in customer success, with experience in both dealership and executive-level interactions (CSS Level 2). Proven ability to independently manage high-impact or complex accounts with minimal oversight (CSS Level 2). Plays a key role in mentoring, coaching, and onboarding new staff (CSS Level 2). In-depth knowledge of Fixed Operations and experience in the automotive industry (CSS Level 2). Bachelor's in Communication or equivalent work experience in performance/account management (CSS Level 2).

Lead scheduled dealer meetings and ensure action items are met. Guide new customers from onboarding through ongoing support. Analyze reporting on dealership warranty schedules and operational challenges. Act as a liaison between customers and internal teams. Support and guide team members through complex escalations. Contribute to onboarding and training of new team members.