Customer Success Manager, Enterprise Automotive

Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce.
Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley.
The Customer Success Manager, Enterprise Auto is responsible for driving customer growth, advocacy, adoption, and success with Conversica across the Automotive segment. This individual must be comfortable consulting with a variety of mid-size and enterprise customers. The Customer Success Manager should be able to articulate the value of Conversica to inspire and support customer adoption, expansion, and contract renewal. You will build and maintain positive relationships with multiple roles within their assigned customers, including senior executives.

Responsibilities

• Develop a trusted advisor relationship with our automotive customers' leaders and executive sponsors. Advising and deploying lead handling and demand gen strategies leveraging AI and Automation. 
• Understand the customer’s business objectives and advise on product usage to achieve desired goals and results. Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing up sell opportunities when applicable.
• Full Customer lifecycle management, including initial onboarding kick-off, crafting success plans, Strategy curation, Goal setting, QBR,EBR building, and renewals/expansions.
• Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the customer issue through resolution.
• Advise and oversee customer growth, training, and development of standard methodologies to continually drive business value and return on the customer’s investment. 
• Be the Primary point of contact on critical issues for the customer. Including advising customers quickly and efficiently to additional help resources such as Help & Training within the application and personally helping with questions/issues. 
• Responsible for customer references, case studies, and testimonials for their portfolio of customers
• Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business.
• Occasional travel is …