Client Success Manager

Leading provider of award-winning GPS solutions seeking Client Success Manager to support our customers.

WHAT WE DO

Headquartered a few miles south of Denver, in Littleton, Colorado, PassTime is a leading provider of award-winning GPS Solutions. For more than 25 years, we've served the automotive industry–from BHPH dealers to finance companies, credit unions and banks to franchise and independent dealerships to fleet managers– helping customers connect their vehicles, protect their assets, and grow their businesses.

We have some of the longest tenured employees in the industry, developing industry experts that understand the needs of our customers. As a pioneer in the automotive IoT (internet of things) space, PassTime's advanced technology has evolved with the industry. We have dozens of technology patents, and a worldwide customer base of over 10,000 businesses, protecting more than $10 billion in automotive assets.

THE OPPORTUNITY

This role is responsible for contacting new PassTime accounts, existing PassTime accounts, and former PassTime accounts that have or are looking to purchase and use devices. Increase of sales, training, support, and communication for those accounts are the main focuses and responsibility of this role. This role is required to continuously inform customers and potential customers on the benefits of the PassTime Suite of products. Follow up and training on OASIS site, Admin Site, Installation and overall account management of assigned accounts is mandatory. This is an in-office position 8:30am-5pm Monday-Friday, with the ability to work from home when approved by the Director of Operations & Executive Team.

WHAT YOU WILL BE DOING

• Manage and support of assigned accounts
• Contact assigned accounts at least once every 30 days (Phone/Email)
• Conduct 10-20 outbound phone calls daily
• Support assigned accounts in support of the sales agent; manage reports on inventory, divisions, etc. for strategic customers.
• Place orders for assigned accounts when Sales Agents aren't able to
• Perform Quarterly Account- Performance-Reviews addressing all pertinent reports
• Establish training contact and set training schedule for new and existing customers
• Train all functions of Admin Site, Code Site, Disclosure, Installation, Code Process, Reports and additional requested support specific to the companies' processes.
• Strengthen relationship between PassTime and the assigned customer base
• Bring all customer issues and concerns to a satisfactory closure or escalate as necessary
• Set up and maintain the settings within accounts in OASIS
• Keep up to date on PK and new features/sites
• Provide troubleshooting & technical support for products & features above Level 1 abilities
• Utilizing 12V knowledge to complete a full installation with starter interrupt
• PK Training through documents and webinars for assigned accounts
• Record all actions as NetSuite Activities
• Manage schedules, phone calls, notes and tasks without being instructed
• Return all written communications, without fail, within 2 business hours
• Locating installation specialists where required, and training customers/technicians on the installation of PT products in addition to the use of Oasis and other admin functions.

WHAT YOU WILL BRING TO OUR ORGANIZATION

• Minimum 2-3 years' experience within customer service positions
• Experience and expertise in utilizing Microsoft Office Suite
• Experience and expertise in utilizing CRM and efficiency in data entry.
• Call center experience preferred
• High School or GED required
• Construction experience preferred
• Deep understanding of customer service principles, including empathy, responsiveness, and attentiveness to clients' needs, to ensure customer satisfaction.
• Excellent communication skills to convey your ideas and influence others. Additionally, you should possess strong interpersonal skills to build strong relationships with clients, stakeholders, and team members.
• Ability to manage client accounts and maintain relationships with clients to ensure retention, growth, and satisfaction.
• Strong project management skills to oversee the execution of projects, including timelines, budget, resources, and deliverables, to meet clients' needs.
• Strong analytical skills to evaluate client data, monitor market trends, and identify opportunities and challenges.
• Comfortable using different technologies, including CRM systems, sales automation tools, and other software applications, to manage and track client activities.
• Problem-solver, able to identify issues, develop creative solutions, and make sound decisions.
• Strategic mindset to identify business opportunities, set goals, and create plans that align with the overall business objectives.
• Ability to manage multiple tasks, priorities, and deadlines simultaneously.
• Good understanding of the industry you work in and the products or services offered to effectively communicate the benefits of the product or service to clients.
• Strong understanding of sales and marketing strategies, techniques, and tools can help you identify potential business opportunities and develop successful account management plans.

The successful candidate:

• Utilizes communication skills: phone, face-to-face, email.
• Has basic business understanding.
• Ability to adapt and work with multiple personalities.
• Utilizes accuracy and attention to detail.
• Demonstrates follow-up skills, time management skills, appointment setting skills, and a goal-oriented personality.

WHAT OUR ORGANIZATION IS PROVIDING

• Expected annual salary range of $68,000- $78,000 depending on experience and education. 
• Medical, dental, and vision insurance benefits.
• Immediate eligibility to participate in company 401(k) program.
• PTO: 15 days per year as a new employee, PTO accrual based on years of service.

PassTime provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability, genetics, veteran status, or other legally protected characteristics. In addition to federal law requirements, PassTime complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

PassTime will not discriminate or retaliate against applicants failing to disclose wage rate history in accordance with applicable law.

PassTime will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

PassTime expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of PassTime employees to perform their job duties may result in discipline up to and including discharge.