Responsibilities

• Build relationships with assigned customers, help them with issues, and continually impress them with a positive, customer-centric attitude.
• Perform initial on-boarding of customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
• Train customers on the functional knowledge of Electude solutions through the Electude LMS and third party LMSs.
• Work with customers to ensure they are leveraging Electude’s solutions effectively and finding value in how to teach using the Electude solutions
• Become an expert in the Electude solutions and educate customers on the use and benefits of all of our products.
• Identify upsell opportunities and partner with Sales to successfully close such opportunities
• Work closely with Sales, Support, Finance, and Product teams to ensure an exceptional customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development

• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Establish clear retention goals and process milestones for the client and employees to work toward and partner product solutions.
• Perform periodic customer success reviews that confirm satisfaction and resolve issues.
• Proactively identify account risks and drive mitigation strategy.
• Assist in creating training courses and educational materials for customers and new employees.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

• A former automotive teacher or instructor.
• Experience with the Electude LMS platform strongly preferred
• 3-5 years of experience in customer service or customer success position strongly preferred
• Experience working with promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the solutions
• Experience in managing diverse customer segments and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.

• A global work environment with colleagues on 6 continents
• Best-in-class product solutions and a leader in its field
• The opportunity to make a real impact in a growing company
• Competitive compensation package
• A multinational organization, with horizontal and direct communication structures
• All-hands-on-deck work environment with a flat management structure

Please address your letter of application with your CV, by email, to thomas.snyder@electude.com, for the attention of Thomas Snyder, President, Electude USA.