Customer Success Supervisor

Autodata Solutions, a division of J.D. Power, is looking to add a Customer Success Supervisor to our team!  This position will lead a team of Customer Success Associates.

More information on the Associate role can be found here: https://autodata.applytojob.com/apply/RanehXfDGT/Customer-Success-Associate

Position Overview:

The Customer Success Supervisor is responsible for leading a team who is responsible for the success of our customers.  They will act as both advocates for our products and champions for our users, ensuring the have the best experience possible.  We take customer service seriously and this is essential to the team’s success.  This role is for someone who has a proven track record of building and leading well rounded teams in the areas of inbound/outbound customer service, product knowledge, customer retention, account management, sales, accounts receivable, order to cash, technical support, campaign follow up, cross functional collaboration and CRM management.

Core Job Duties and Responsibilities:

• Develop and maintain gold standard customer service practices
• Develop and motivate an inspiring team environment with culture of open communication
• Develop strategies to fill operational gaps and execute improvement plans
• Communicate company goals and priorities and lead to that
• Answer team questions and facilitate solution focused discussions across the department
• Delegate tasks and responsibilities and oversee team workflows
• Intake of new products and services to the department
• Provide relevant information to other functional teams and management, including discussions and reporting
• Resolve internal and external conflict, quickly and effectively
• Collaborate with cross functional team efforts
• Manage escalated customer issues as needed
• Triage and prioritize problems
• Act as a key resource and member of the team
• People management:

• Assist employees in knowing their job responsibilities and delegated duties
• Develop training, analyze skill sets and performance
• Set clear goals and measure success
• Conduct one-on-ones with team members to help learn, raise/address concerns and align priorities
• Motivate and develop team members and assess performance through reviews, team meetings and ongoing coaching and mentoring
• Manage scheduling and assignments
• Recommend staffing changes and supporting activities such as recruiting and succession planning
• Engage employees to create a great place to work and ensure a positive environment

Education, Experience and Qualifications:

• Proven track record of building and managing teams of employees
• You care genuinely and passionately about customer support, solving problems for customers, and about the role it plays in making a customer-centric team successful
• Available to work flexible shifts: Core business hours and non-business hours, stat holidays and overtime as needed
• High level of tact, diplomacy and negotiation skills required
• Excellent interpersonal, verbal and written communication skills
• Superior analytical and organizational skills with attention to detail
• Ability to work in a fast-paced, rapidly changing IT environment
• Outgoing, enthusiastic and self-motivated
• You have experience Customer Service, Product Management, Sales, Customer Retention, Outbound Campaign Support, CSAT initiatives
• PCI Compliance experience, Payment handling, Order to Cash experience required
• Product Fulfillment, Dealership / Automotive, are strong assets
• Dealer / Automotive experience is an asset
• Working knowledge of MS Office tools, CRM tools and Trouble Ticket reporting tools
• 5+ years of experience in a customer support role
• 5 years of experience supervising or leading a team
• Proven senior level performance and leadership qualities
• Available to work and oversee flexible shifts: Mon – Fri. 8am – 8pm EST, stat holidays and overtime as needed

For more information about Autodata Solutions, check out our website at www.autodatasolutions.com

When you work for an Autodata Solutions company, you join a team of dedicated professionals who are always looking for new ways to raise the bar. It takes talent, ambition and forward thinking to meet the challenges of our exciting and rapidly evolving market.

Autodata Solutions is the industry leader of technology, merchandising and sales solutions for the automotive industry. We have set the industry standard by providing the most up-to-date and innovative data, content, and platform capabilities – all the essentials to create and manage engaging digital experiences for consumers and end users.  We are committed to transforming the customer journey through a better vehicle consideration, purchase, and ownership experience.

We thank all applicants for their interest, however, only those selected for an interview will be notified.  Autodata Solutions is an equal opportunity employer.  We are compliant with AODA legislation; if you require work-related accommodations, please specify.

Apply now