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National Credit Center Digital Customer Success Manager in Las Vegas, Nevada

SUMMARY

The Digital Customer Success Manager is responsible for managing current NCC Digital clients and maximizing revenue opportunities within them by offering the full NCC product suite. National Credit Center is a leading provider of comprehensive data and software solutions to dealerships nationwide to increase sales, drive user engagement and improve operational efficiencies. The Customer Success Manager will need to understand the active services each client has with NCC and determine the best approach to complement their existing workflow with additional NCC products. The Customer Success Manager must ensure that each existing customer is utilizing all products within the National Credit Center product offering and if not, determine reasons why and the resolution(s) needed to retain the client.

RESPONSIBILITIES

  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best product offering that meets the client?s needs

  • Review customer account activity to identify accounts that may not have our EZ App product fully optimized on their website and identify proactive solutions to drive additional leads for them

  • Provide first line of contact and support to all clients and seek to improve all aspects of the customer experience with National Credit Center

  • Proactively perform ongoing retention activities including monthly calls, emails and monitor usage reports to management of increases or declines.

  • Assist customers as needed with setting up and navigating programs or software associated with a product during the first 90 days. Promotion of such usage may include, but not be limited to, regular contact with each user to confirm ideal setup of the EZ App product that maximizes existing website traffic and proactively assist with identification and/or resolution of all items that may contribute to minimal or no usage of National Credit Center services.

  • Promote the value of the current active product(s) and upsell additional services and offerings to maximize performance with all National Credit Center products.

  • Leverage account segmentation to consistently exceed monthly revenue goals, achieving KPI?s and maintaining an active pipeline

  • Assess attrition reports to identify potential defecting accounts and execute a game plan to retain the business

DESIRED EDUCATION, EXPERIENCE AND SKILLS

  • 3-5 years of experience in a customer success or digital marketing position strongly preferred

  • One-year Digital Automotive industry experience a plus

  • Ability to identify and close cross sell opportunities

  • Excellent written, verbal and telephone communications skills

  • Excellent presentation skills

  • Solid technology aptitude.

  • Experience with any of the following: SaaS, Salesforce, CRM, Auto Industry software (i.e., VinSolutions, eleads, DealerTrack, RouteOne, etc.)

About NCC

For over 20 years, National Credit Center has been a leading provider of comprehensive data, software and marketing solutions to dealerships nationwide to increase sales, drive user engagement and improve operational efficiencies. Please visit website for additional information: www.nccdirect.com

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