Customer Success Manager (CRM)

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

Job Description

The first and most important role a Partner Success Manager (PSM) has is to develop a positive, trusting relationship with our dealer partners. To achieve that, Partner Success Managers (PSM) handle a variety of tasks both internally and on the customer-facing side of operations. They are responsible for ensuring the dealer partner adopts the solution and demonstrates the value of the products and how they positively impact the dealer’s revenue. Ultimately, Partner Success Managers (PSM) should be proactive in identifying how they can best utilize the solutions to meet the dealer partner’s needs. 

Key Responsibilities

Partner Success Managers (PSM) are constantly juggling many tasks for multiple customers. Just some of their day-to-day responsibilities include: 

• Developing and managing all assigned dealer partner portfolios
• Handle dealer partner inquiries and communication
• Analyze dealer partner data to improve customer experience
• Evaluate and improve tutorials and other communication infrastructure
• Mediate between dealer partners and the organization
• Handle and resolve dealer partner requests and concerns
• Suggest new solutions or products to improve dealer partners’ operations
• Anticipate customer needs based on projects in the pipeline
• Prove their value, internally and externally, to promote business growth and profitability for all
• Successfully handling any and all of those responsibilities starts with open communication and transparency and is vital in the Partner Success Manager (PSM) role. Partner Success Managers (PSM) hold weekly and biweekly status meetings to get updates, project timelines, necessary solutions, and anything else the customer needs. Partner Success Managers (PSM) are able to earn the client’s trust and prove their value — to both their company and the dealer partner. 

Skills and Experience

• Superb communication and interpersonal skills
• Automotive software or dealership experience is required
• Adaptable and able to quickly grasp and apply new info
• Be a strategic thinker, persuasive communicator and able to embrace frequent change
• Experience working in a customer service role
• Knowledge of customer success processes
• Highly organized, detailed and a self-starter
• Ability to travel (20%-30%) into territory and visit dealer partners on-site by plane, car and stay overnight. 
• Customer success managers are a critical cog in our business and operation functions 

Perks and Benefits

• Competitive compensation and generous stock options   
• 100% employer-paid top-of-the-line medical, dental and vision coverage  
• Great benefits including unlimited PTO, parental leave and free snacks and beverages  
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies   
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper    
• Work on the latest and coolest technologies – everything is home-grown and built ground-up   
• A dynamic work environment with a strong sense of community and collaboration