Customer Success Consultant

Customer Success Consultant at RO Writer

Constellation R.O. Writer Inc. (ROW) is a leading automotive software business and an innovative market leader with a long history of success in serving independent and franchised automotive repair shops. Their software helps these shops increase efficiency, predictability, and profits, allowing RO Writer to become the trusted partner for over 4,000 businesses across North America.

R.O Writer is part of the Gemini Group, one of the operating groups within Constellation Software Inc. (CSI). Being under CSI—a global leader in vertical market software—means we benefit from the stability, innovation, and long-term investment philosophy of a world-class software organization, while still operating with the agility and culture of a specialized team.

Learn more about us here:

• R.O. Writer: https://www.rowriter.com
• Gemini: https://www.csigemini.com/
• Constellation Software: https://www.csisoftware.com/

The Role

The Customer Success Consultant is responsible for managing customer relationships following onboarding, ensuring that customers maximize the value of the company’s products and services. This role involves providing ongoing support and delivering additional services, such as training and guidance, to help customers achieve their goals. They will leverage key performance metrics to identify opportunities for growth, ensuring customers are continually adopting new features and enhancing their overall experience. By maintaining regular communication and proactively addressing potential issues, the Customer Success Consultant plays a key role in driving customer satisfaction, fostering loyalty, and preventing churn. Success in this role requires a passion for customer service, strong problem-solving skills, and a data-driven approach to customer success.

Responsibilities

• Build and manage strong and lasting customer relationships following their onboarding to ensure a smooth transition and continued success with the product.
• Provide ongoing customer support & training to ensure customers understand how to leverage the full value of the product and its features, helping them achieve their desired outcomes.
• Regularly analyze customer usage data and performance metrics to identify areas for improvement and growth opportunities ensuring customers get the most out of the product.
• Monitor customer health and proactively reach out to offer solutions or additional services that can enhance their experience, such as product training, feature walkthroughs, or troubleshooting.
• Identify at-risk customers and collaborate with internal teams (Sales, Support, Product) to create targeted strategies to reduce churn.
• Manage cancellation and recontract process as required with the objective of increasing customer retention and capturing information that can help build improved strategies to retain customers in the future.
• Act as the voice of the customer within the organization, providing valuable feedback to internal teams (product, sales, and support) to improve the overall customer experience and product offerings.
• Maintain accurate records of customer interactions, training sessions, and feedback in CRM tools, ensuring all relevant information is tracked and accessible for ongoing relationship management.
• Create and deliver engaging written documents, video tutorials, and/or webinars that improve the learning experience for our customers.
• Achieve a high level of proficiency in the use and configuration of the RO Writer software, including new features as introduced to ensure customers get the full value of the software.
• Effectively communicate (verbal and written) with all levels of the organization and outside customers regarding any reported issues.
• Participating in the development and documentation of processes resulting in improved customer success strategies.
• Outreach to customers to discuss latest product releases and schedule upgrades as needed.
• Perform all other duties as assigned by immediate supervisor.
• Some travel will be required.

Qualifications

• 2+ years training or supporting end users
• Experience in automotive shop management systems, is an asset.
• Proficiency with internet browsers and MS Office.
• Exceptional customer service skills, including the ability to work with users of all skill levels.
• Excellent active listening skills, as well as written and verbal communication in English.
• Strong analytical and problem-solving skills.
• Comfortable working independently and managing workload with minimal supervision while collaborating with other remote employees.
• Ability to gather and analyze information to configure software that meets customer requirements.
• Anticipate, and recognize problems and opportunities.
• Sense of urgency and commitment to excellence in customer service.

Location

Remote Canada or US

What's Important To Us At Gemini

• Make long term investments: In people, technology, and customers. What goes around comes around and when possible, we try to pay it forward.
• Growth through learning: Learning is the key to success. We encourage employees to share their expertise and best practices with their peers. That way, we all grow together.
• Autonomy: Our staff operate independently in a decentralized structure. Whenever possible, we provide the independence required to drive growth and success.
• Trust comes first: We believe in full transparency and ongoing communication; if there is a problem, we try to work collaboratively on solutions.

Target Pay Ranges

The estimated base salary range for this role in the US is USD$62,100.00 - USD$75,900.00 per year. This role will also be eligible for participation in a Company profit sharing bonus plan, and full-time employees are eligible for a wide range of benefits including medical, dental, vision, basic life insurance, short/long term disability, and 401(k) participation (with company match). The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays, and 2 personal holidays per year.

Key skills/competency

• Customer Relationship Management
• Client Retention
• Software Training
• Data Analysis
• Problem-Solving
• Customer Support
• Communication Skills
• CRM Tools
• Automotive Software
• Product Adoption