Client Success Analyst Jobs in Michigan (NOW HIRING)

Description

Client Success Manager (Hybrid - MI)

About 700Credit

700Credit is the industry leader in providing cutting-edge credit and compliance solutions to the automotive sector. As the largest provider in the field, we are passionate about innovation, growth, and delivering the best for our clients. 700Credit is the largest provider of credit and compliance solutions to the automotive industry today. 700Credit is a dynamic, exciting place to work. We hire exceptional people and every one of them is empowered to think independently, to take the initiative as an employee and to be innovative. 700Credit offers an excellent compensation/benefit package.

Summary

700Credit is looking for a reliable Client Success Manager to support the team from our headquarters in Southfield, MI. As a Client Success Manager, you will be a cross-trained and multi-skilled specialist responsible for protecting existing revenue by retaining current clients. This person will be responsible for protecting existing revenue by retaining current clients. This will be done by proactively reaching out to clients discussing results, best business practices, training, reporting and upsell or product lead generation. The ideal candidate should have knowledge and strong skills in the areas of interpersonal communication, following up and problem-solving. These skills are essential for maintaining long-term client relations with the existing customer base while reducing churn and increasing revenue. This person must also work with clients that are calling to cancel their service(s) or are at risk of cancelling with 700 Credit due to service failures, competitive offers and/or billing issues. This role is essential to the continued success of 700Credit's expansion efforts and will have a direct impact on achieving company goals.

Responsibilities

• Manage an assigned group of clients: Build and maintain strong relationships with dealerships and dealership groups to ensure their success and satisfaction.
• Identify business opportunities: Analyze existing client accounts and identify opportunities to drive revenue growth.
• Implement Quick Products: Guide clients through the onboarding and implementation process of Quick Products, ensuring seamless integration.
• Act as a trainer and coach: Provide ongoing training, support, and coaching to clients, helping them maximize the value of 700 Credit products.
• Resolve client issues: Address and resolve client concerns, working to ensure that all issues are effectively handled.
• Assist in product launches: Support Affiliate and 700 Credit product launches, including post-launch evaluation and gathering client feedback to ensure a positive customer experience.
• Analyze business processes: Review client business processes related to the usage of 700 Credit Quick Products and provide recommendations for improvement.
• Conduct impactful meetings and presentations: Lead meetings with key dealership personnel, focusing on the value of 700 Credit products and continuous process improvement.
• Engage clients regularly: Schedule and lead regular virtual and in-person meetings with clients to discuss product usage, identify new product opportunities, and foster strong relationships.
• Communicate new product features: Keep clients informed of new product features and updates, ensuring they are aware of new capabilities.
• Develop retention strategies: Create and implement strategies to enhance customer retention and drive increased engagement.
• Perform product audits: Conduct regular audits of client product usage to identify areas for improvement and optimization.
• Gather and analyze customer feedback: Collect and analyze customer feedback to develop new techniques and strategies that improve retention and satisfaction.
• Provide exceptional customer service: Ensure a high level of customer service is consistently provided to clients, maintaining satisfaction and loyalty.
• Generate cross-sell opportunities: Work closely with the sales team to identify and create opportunities to introduce additional products and services to clients.
• Document client interactions in Salesforce: Ensure all client interactions, communications, and updates are accurately documented in Salesforce for tracking and reporting purposes.

Requirements

Required Skills & Experience

• 2+ years of experience in customer service or account management roles
• In-depth knowledge of the automotive industry
• Familiarity with dealership operations and the ability to train and implement best practices for 700 Credit products
• Strong organizational skills with attention to detail
• Excellent phone etiquette and customer service abilities
• Bachelor's degree preferred, or equivalent professional experience
• Willingness to travel as needed
• Bilingual in English and Spanish is a plus