Customer Success Manager

This role will be in the office at NCC in Austin, TX.

National Credit Center (NCC) is a leading provider of comprehensive data and software solutions to dealerships nationwide to increase sales, drive user engagement, and improve operational efficiencies.

The Customer Success Manager (Relationship Manager) will need to understand each client's active services with NCC and determine the best approach to complement their existing workflow with additional NCC products. The Relationship Manager must ensure that each existing customer utilizes all products within the National Credit Center product offering and, if not, determine why and the resolution(s) needed to retain the client.

What you'll do:

• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best product offering that meets the client's needs
• To maximize performance with all NCC products, promote the value of the current active product(s) and upsell additional services and offerings.
• Assess attrition reports to identify potential defecting accounts and execute a game plan to retain the business.
• Review customer account activity to identify accounts that may not be using NCC services to their volume potential and identify proactive solutions to drive results.
• Provide first line of contact and support to all clients and seek to improve all aspects of the customer experience with NCC.
• Proactively perform ongoing retention activities, including monthly calls and emails, and monitor usage reports to manage increases or declines.
• Assist customers as needed with setting up and navigating programs or software associated with a product during the first 90 days. Promotion of such usage may include, but not be limited to, regular contact with each user to confirm usage is taking place and proactively assist with identification and/or resolution of all items that may contribute to minimal or no usage of NCC services.
• Leverage account segmentation to consistently exceed monthly revenue goals, achieving KPIs and maintaining an active pipeline

You'll bring:

• At least 3 years experience in an Inside Customer Success / Account Management role
• 2+ years of proven KPI-driven cross-sell/upsell experience and ability to identify opportunities
• Excellent written, verbal, and telephone communications skills
• Excellent presentation skills

What we offer:

• Base plus commission (60K plus 36K with accelerator opportunity)
• Commission paid monthly
• 4-month ramp
• Unlimited PTO
• Medical/Dental/Vision

Interview Process:

• Recruiter Screen
• In-Person Interview w/Hiring Manager & Chief Sales Officer
• Offer

About NCC

For over 20 years, National Credit Center has been a leading provider of comprehensive data, software, and marketing solutions to dealerships nationwide to increase sales, drive user engagement, and improve operational efficiencies. Learn more about us on our website: www.nccdirect.com

Job Type: Full-time

Pay: $96,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Ability to Relocate:

• Austin, TX 78731: Relocate before starting work (Required)

Work Location: In person