Client Success Associate (Automotive)

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.

POSITION SUMMARY:

The Client Success Associate plays a crucial role in building and maintaining client relationships, ensuring client satisfaction, and providing targeted support for a select group of clients. By proactively identifying clients’ needs and potential challenges, they work closely with internal teams to drive client retention, identify revenue opportunities and promote long-term success.

ESSENTIAL FUNCTIONS:

1. Account Management:
• Client Engagement: Serve as a point of contact for select clients when escalated issues arise, ensuring that their needs are met promptly and effectively. Support clients in understanding and navigating self-service tools to minimize dependency on direct support.
• Problem Solving: Stay well-versed in standard client success processes and policies to quickly address client inquiries and resolve issues that exceed self-service capabilities.
2. Solution Adoption & Growth:
• Adoption Support: Assist the Sales Engineering, Platform Success, and Client Support teams with the implementation and ongoing execution of service agreements. Act as an escalation path for issues that cannot be resolved through standard client self-service tools.
• Growth Identification: Identify opportunities for solution expansion or additional services by analyzing client needs and feedback. Collaborate with senior team members to develop strategies for potential growth opportunities.
3. Commercial Management:
• Renewals: Own and manage the contract renewal process for your assigned clients, ensuring timely communication, negotiation, and closure. Be proactive in addressing any client concerns or questions related to the renewal process.
• Revenue Retention: Focus on maintaining high client retention rates by addressing escalated issues and ensuring a smooth renewal experience, balancing the needs of the client with the company's goals.
4. Operations / Financials / Analytics: 
• Operational Efficiency: Monitor key performance indicators (KPIs) and service delivery metrics to ensure operational effectiveness and contractual compliance. Work closely with internal teams to identify areas for improvement and escalate any issues that may impact service levels.
• Data-Driven Insights: Use data analysis to provide actionable insights into client behavior, helping to fine-tune self-service options and optimize client outcomes.
5. Product and Industry Knowledge:
• Product Familiarity: Develop an in-depth understanding of the company's product offerings, including features, configurations, and updates. Guide clients in utilizing these products effectively, and participate in training sessions to stay updated on new developments.
• Industry Awareness: Build foundational knowledge of industry trends and client-specific needs. Leverage this understanding to ensure client solutions are aligned with evolving market demands and technological advancements.
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