Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Guide new retailers through the onboarding process on the Driftrock platform, conducting training sessions that instill confidence and enable teams to start effectively from day one.

• Track retailer engagement within your portfolio by utilizing platform data to assess login rates, lead qualification activities, and reporting usage, and proactively reach out to improve where necessary.

• Conduct proactive check-ins with retailer contacts to mentor them on lead qualification, reporting, and maximizing the use of available tools.

• Enhance signal closure rates by assisting retailers in understanding the significance of returning conversion data to the brand account, and simplifying the process for them.

• Address and resolve retailer support inquiries through chat and ticketing systems, providing prompt and clear responses to questions regarding the platform.

• Develop and update training materials (guides, videos, walkthrough documents) that facilitate self-service and minimize repetitive inquiries.

• Provide insights to the Customer Success team and the broader business: identify challenges retailers face, highlight successful initiatives, and communicate essential feedback for the product team.

⛳️ Requirements

• Proven experience in training dealers or automotive retailers on software or digital tools, with tangible evidence of successful adoption.

• A comprehensive understanding of how automotive dealers qualify and manage sales leads, from the initial form submission to the moment it reaches the sales floor.

• Practical experience in delivering support via chat or ticketing systems, efficiently resolving customer inquiries with clarity.

• Proficient in conducting training sessions remotely, with the ability to adapt your approach to suit various audiences, from tech-savvy sales managers to those unfamiliar with the platform.

• Excellent written communication skills: you articulate ideas clearly, succinctly, and without technical jargon.

• Based in the UK, with the capacity to work during standard UK business hours.

🏝️ Benefits

• Share options in Driftrock, offered under founder-friendly, tax-efficient EMI terms.

• Comprehensive Vitality health coverage: including medical, dental, vision, hearing, mental health support and therapy, cancer cover, a complimentary Headspace subscription, and Vitality rewards.

• 24 to 28 days of holiday (24 plus 1 additional day each year, capped at 28), along with bank holidays.

• Pension contributions, life assurance (3x salary), and income protection.

• Electric car salary-sacrifice scheme (Octopus): save up to approximately 40%, including insurance, servicing, and a charging perk.

• Enhanced maternity and paternity leave.

• A learning budget for books, courses, and conferences, as well as time allocated for personal development goals.

• Employee perks and discounts through CharlieHR, along with a BMW Group employee discount program.