Agero - Medford, MA
posted 4 months ago
About the position
The Senior Client Success Manager (SCSM) at Agero is a pivotal role within the Automotive Emerging Businesses unit, which is a high-growth and entrepreneurial segment of the broader Automotive Division. This position is designed for a dynamic individual who is passionate about delivering exceptional client service and driving the growth of towing service-related solutions through strategic client relationships. The SCSM will be part of a motivated and high-performing team that is committed to enhancing the client experience and ensuring the sustainability of client relationships. In this role, the SCSM will manage daily interactions with clients in the Dealer Group and Retail vertical segments, ensuring that their needs are met and challenges are resolved. The SCSM will also oversee the administration and expansion of various programs, including Motor Club, Digital Coupon, and Outbound Calling initiatives. Reporting directly to the Director of Sales and Client Success, the SCSM will engage regularly with team leadership to align on goals and strategies. The SCSM is accountable for maintaining strong client relationships, achieving service excellence, and meeting financial and operational goals. This requires the ability to effectively engage and influence key stakeholders, demonstrating strong business acumen, negotiation skills, and project management capabilities. The SCSM will be responsible for developing actionable insights from client, market, and competitive data to inform decision-making processes and drive business results. Key outcomes for the SCSM include managing client interactions, cultivating growth opportunities, and broadening awareness of Agero's solutions. The SCSM will also facilitate client engagement with internal teams, prepare meeting materials, coordinate quarterly business reviews, and ensure that client agreements are effectively administered. Overall, the SCSM plays a crucial role in driving growth, product adoption, and relationship sustainability within Agero's client base.
Responsibilities
- Manage interactions with clients in the Dealer Group and Retail vertical segments.
- Resolve challenges and cultivate growth opportunities for clients.
- Broaden awareness of Agero's solutions and expand enterprise-level connectivity.
- Develop actionable client, market, and competitive insights to enhance decision-making processes.
- Conduct diligence and co-develop business case recommendations for new concepts and market expansion strategies.
- Drive go-to-market activation and performance management activities.
- Facilitate client engagement with internal teams to enhance execution and drive business results.
- Prepare meeting materials and coordinate quarterly business reviews with clients and internal management.
- Develop and maintain market sizing, pricing, and client firmographic information for financial modeling exercises.
- Define project setup and training requirements for launching new relationships or products.
- Administer client agreements and ensure SLAs and KPIs are achieved or exceeded.
- Oversee financial performance, driving growth, product adoption, and contract renewals.
Requirements
- 7+ years of client-facing or partnership management experience.
- 5+ years of enterprise-level project and/or program administration experience.
- Experience within large-scale Dealer Group, Retailer, OEM, or Technology provider is preferred.
- Demonstrated project management expertise with strong detail orientation and business acumen.
- Ability to synthesize data and market research into actionable insights for operational improvement.
- Excellent written and verbal communication skills with a servant leadership mindset.
- Advanced skills in CRM software (Salesforce, HubSpot, etc.) and familiarity with Google Suite and Business Intelligence tools (Sigma).
- BA/BS Degree required; MBA preferred.
- Ability to travel 25%.
Nice-to-haves
- PMI Certification is preferred.
- Experience collaborating with contact centers, finance, legal, marketing, and operations.
- Track record of expanding large-scale clients/programs while meeting performance goals.
