Job description

Location: Remote (US); must be reside in Arizona, Connecticut, Florida, Kansas, North Carolina, Oklahoma, Pennsylvania, Texas, or Utah. Customer Succes Associate About Vehlo We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other. About this role The Customer Success Associate role is a full-time position focused on our Protractor product, which requires telephone skills, attention to detail, and a helpful attitude with our users. The goal of the specialist is to assist in the retention of long-term, quality clients by executing their initial experience setting up and learning Protractor is a positive one, so that the customer’s needs and expectations are met. Becoming an expert in the software over time is a requirement, and the ability to explain and teach key product features to customers. Although we work with automotive repair shops, knowledge of cars is not a requirement What You’ll Do: • Receive and welcome new Protractor users to the application • Set up new Protractor instances, including databases • Configure the Protractor application to accurately match the shop’s business process • Customer Training • Identify key subject matter experts within the auto shop • Deploy 1:1, customized training of the Protractor application • Engage with the customer base post-training for product feedback • Manage your book of business: • Developing and maintaining a strong, trusting relationship with your clients, ensuring they feel valued and supported. Regular check-ins, understanding their needs, and being proactive in communication. • Acting as the customer's voice within Protractor. You’ll advocate for their needs, relay feedback, and help improve the customer’s experience based on their input. • One of your main objectives is ensuring clients continue to use and find value in our product/service. This involves spotting potential issues before they lead to churn. • Providing ongoing education, resources, and guidance to ensure your customers are maximizing the value of Protractor. • Identifying opportunities to upsell or cross-sell other products or services Protractor and Vehlo offers. If a customer is satisfied, they may be open to expanding their use and trying new features. Travel Requirement: As needed Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws. What You’ll Need: • 2+ years of software customer support or customer success • Demonstrated ability to train software products using remote learning tools, i.e. Zoom. • Exceptionally curious about new products and how users will respond to them. • Deep understanding of how customers think, and the ability to accurately predict how changes will make them feel. You enjoy creating delight and measuring it to ensure success is achieved. • Comfortable and confident sharing your thoughts in verbal and written form. • Ability to engage constructively in debate and discussion with your colleagues and peers. • Ability to ensure everyone is aligned on the product vision and execution timeline. Preferred Qualifications: • Experience working in the automotive or aftermarket industry, specifically with different aspects of management systems • Strong analytical and critical thinking skills and experience with data analysis and reporting • Excellent interpersonal, verbal, and written communication skills • Ability to multi-task in fast-paced environment with strong attention to detail and ability to prioritize • Ability to effectively work in a remote environment Eligible employees may receive: • Medical, dental, vision, and life insurance • 401(k) with company match • Paid time off and holidays Compensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws. Work Environment & Physical Requirements: This role may be performed in a remote, hybrid, or office-based environment depending on business needs. • Ability to remain in a stationary position (sitting or standing) for extended periods • Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset) • Ability to view and interpret information on a computer screen for extended periods • Ability to communicate effectively via phone, video, and written communication • Ability to participate in virtual meetings with or without reasonable accommodation Remote Work Expectations: • Maintain a dedicated, safe, and distraction-free workspace • Reliable high-speed internet connection sufficient for video conferencing and job-related systems • Ability to maintain productivity in a remote environment • Must reside in a state where the company is authorized to employ workers • Must be able to work core business hours (8-5pm) aligned to time zone or schedule expectations for this role. Additional Information: • Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. • Employment may be contingent upon a background check in accordance with applicable laws. Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice. Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Requirements

Must-haves

Location: Remote (US); must be reside in Arizona, Connecticut, Florida, Kansas, North Carolina, Oklahoma, Pennsylvania, Texas, or Utah.
Customer Succes Associate
Receive and welcome new Protractor users to the application
Set up new Protractor instances, including databases
Configure the Protractor application to accurately match the shop’s business process
Customer Training
Identify key subject matter experts within the auto shop
Deploy 1:1, customized training of the Protractor application
Engage with the customer base post-training for product feedback
Developing and maintaining a strong, trusting relationship with your clients, ensuring they feel valued and supported. Regular check-ins, understanding their needs, and being proactive in communication.
Acting as the customer's voice within Protractor. You’ll advocate for their needs, relay feedback, and help improve the customer’s experience based on their input.
One of your main objectives is ensuring clients continue to use and find value in our product/service. This involves spotting potential issues before they lead to churn.
Providing ongoing education, resources, and guidance to ensure your customers are maximizing the value of Protractor.
Identifying opportunities to upsell or cross-sell other products or services Protractor and Vehlo offers. If a customer is satisfied, they may be open to expanding their use and trying new features.
Travel Requirement: As needed
Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.
2+ years of software customer support or customer success
Demonstrated ability to train software products using remote learning tools, i.e. Zoom.
Exceptionally curious about new products and how users will respond to them.

Nice-to-haves

Experience working in the automotive or aftermarket industry, specifically with different aspects of management systems
Strong analytical and critical thinking skills and experience with data analysis and reporting
Excellent interpersonal, verbal, and written communication skills
Ability to multi-task in fast-paced environment with strong attention to detail and ability to prioritize
Ability to effectively work in a remote environment

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: paycom
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off