Customer Success Coach

Customer Success Coach at Volie

The Customer Success Coach is the authority on automotive BDC best practices and industry benchmarks, and is responsible for coaching and strategic guidance to ensure high adoption rates, effective software usage, and goal achievement. You will conduct regular check-ins, review key performance metrics, and provide personalized recommendations to drive customer growth. Additionally, you will identify opportunities for upsells and expansions to help customers unlock the full potential of our platform.

Key Responsibilities:

• Training and Coaching: Guide clients through best practices to maximize software adoption and efficiency.
• Deliver educational resources, webinars, and tutorials that are relevant to dealer success.
• Collaborate with assigned Customer to improve customer satisfaction and success by identifying tickets, escalation, and potential training opportunities.
• Customer Success Strategy: Conduct regular success check-ins and goal assessments with clients and at least one quarterly meeting with stakeholders.
• Analyze customer usage patterns and povide tailored recommendations for improvement.
• Act as a trusted advisor, helping clients align our software with their business objectives.
• Performance Metrics & Adoption Monitoring: Track and analyze software adoption rates, engagement levels, and key success metrics.
• Identify trends and proactively address potential issues before they impact customer satisfaction.
• Provide actionable insights to customer based on data-driven assessments.
• Upselling and Stakeholder Engagement: Identify customer needs and recommend additional features, upgrades, or services.
• Advocate for customers by relaying feedback to internal teams for product improvements.
• Partner with stakeholders to ensure goals are being met with reporting, ROI, and thought starter conversations.

Qualifications:

• 3+ years of experience in customer service, onboarding, or client support
• Automotive BDC experience preferred.
• Strong communication and coaching skills with a consultative approach.
• Experience working with SaaS or software platforms preferred.
• Ability to analyze data and translate insights into actionable recommendations.
• A passion for helping customers succeed and drive business outcomes.

What We Offer

• Be part of an innovative team that’s transforming the automotive BDC space.
• Opportunities for professional growth and development.
• A collaborative work environment where your insights and feedback will help shape our products.
• Paid holidays, PTO, 401(K).
• Company-provided tools and onboarding resources.

If you are a customer-focused professional looking for an exciting opportunity to contribute to customer success and retention, please include three references and apply today!