Client Success Specialist - Dealership Performance

Client Success Specialist

Under direct supervision, the Client Success Specialist is responsible for retaining and growing an assigned customer base of automotive dealerships by improving overall client experience. The Client Success Specialist identifies opportunities for dealer improvement and success and provides dealership consulting and support of our SalesAlert, TrafficView, and AutoHook solutions. This role builds client satisfaction by fostering positive dealer relationships and minimizing customer pain points.

This role has current hybrid workplace flexibility local to our Detroit, MI office. Candidate must be available and willing to work in-person three days per week.

URBAN SCIENCE DOES NOT AND WILL NOT PROVIDE IMMIGRATION RELATED SPONSORSHIP FOR THIS ROLE, NOW OR IN THE FUTURE.

Essential Duties And Responsibilities

• Interacts daily with assigned dealership personnel to foster and continue building and managing new and existing business relationships.
• Proactively manages assigned dealer base to retain and grow portfolio of business.
• Analyzes key KPIs and provides consulting to clients on a weekly / monthly / quarterly basis.
• Assists clients and provides proactive consulting on additional solution usage and enhancements, including new solution offerings.
• Proactively reaches out to low performing dealerships on a weekly basis, to optimize their overall success using Urban Science solutions.
• Conducts dealer training webinars as needed.
• Provides escalated support to automotive clientele with regard to general inquiries within established SLAs. May mentor Client Success Associates with general support topics.
• May be responsible for prospecting or selling new dealership business to meet revenue goals.
• Help team identify process improvements and optimization.
• Identify and collect client testimonials and help identify client success stories.
• Proactively communicates to management to provide updates and report issues in a timely manner.
• Works with manager in completing own annual goal setting and performance review in a timely manner.
• Works with manager to prioritize other duties as assigned.

Qualifications - Education And Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and EXPERIENCE

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This description is intended to describe the type and level of work being performed by a person assigned to this position. It is NOT an exhaustive list of all duties and responsibilities required by a person so classified. The job may require additional hours beyond the normal 40-hour workweek.