Client Success Manager (Hybrid)

at  Bolt On Technology

Bolt On Technology is the leader in customer engagement and loyalty software for the automotive repair and maintenance industry. Our software empowers shop owners to engage, communicate, share, transact and embrace their customers. Through integrations with the top shop management systems, we streamline the shop process, enhance productivity, and keep vehicle owners coming back again and again.
We are searching for a Client Success Manager who is passionate about helping our clients fully adopt and leverage the products they have purchased and help them in new and additional ways. In this role, you will help our customers maximize their customer engagement, communications and grow existing account revenue through your interactions with our customers.

CORE METRICS:

• Revenue retention
• Upsell/Cross-Sell MRR
• Account Revenue Growth
• Migration to Shop Success Packages
• Conversion to annual contracts
• Positive Net Promoter Score (NPS), customer online ratings and feedback
  The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, obligations, and activities may change or new ones may be assigned at any time with or without notice. Bolt On Technology is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, genetic information, disability status, or any other protected characteristic as outlined by federal, state, or local laws

• Develop a trusted advisor relationship with clients
• Manage the client lifecycle journey of a portfolio of 350+ mostly small business clients, serving as their primary point of contact and building lasting relationships through meaningful interactions
• Champion Client Success: Ensure seamless onboarding, training, and support, driving high adoption and customer delight. Deliver value and build client loyalty at each stage of the lifecycle.
• Proactively grow the revenue footprint for each client by selling them additional BOLT ON products
• Convert clients to annual contracts to improve revenue continuity and quality
• Proactively analyze usage of client subscriptions as leading indicators of termination and renewal risk and address those risks, either independently or in collaboration with to ensure successful retention
• Generate positive online reviews from assigned clients and promptly address and respond to negative feedback in a way that improves customer satisfaction and protects our online reputation
• Orchestrate all team members throughout the client journey including adoption, support, expansion and renewal
• Act as a client advocate, understanding and helping the client achieve their business objectives
• Maintain a regular cadence with the client and engage frequently to build long-term trusted relationships, making upsell, cross-sell and renewal a non-event
• Ensure clients are consistently introduced and educated on new capabilities and releases and to optimize the value from each release
• Act as a customer advocate s within the organization, providing a voice from gathering and providing feedback on product and service improvements.
• Evangelize the Bolt-on Hero Journey: share your client success stories, your best practices and strategy to inspire the global Boltie community
• Continuously maintain and expand a strong knowledge of the competitive landscape
• Record and accurately maintain the status of all work within our CRM platform including but not limited to - entering call notes, logging call outcomes, updating customer information (phone number, email address, etc.) while maintaining data integrity by entering accurate information.