Customer Success Specialist, WarrCloud, US

We are a well-funded start-up that has developed and commercialized a first-of-its-kind machine learning-enabled SaaS platform that automates warranty claims processing for franchise automotive dealerships and OEMs. If you have ever wanted to work for an exciting and fast-growing company in the automotive software space then this is the job for you! We are a first-to-market leader experiencing rapid growth and are seeking an experienced Customer Success Specialist.

Why WarrCloud?
At WarrCloud, we’re committed to excellence in customer support and innovation within the automotive industry. We empower our team members to make a meaningful impact on dealership success, supporting personal growth and a collaborative, customer-centric culture.

Top Reasons to Work with Us

• 100% Remote opportunity
• Competitive salary + bonus 
• Stock Options
• Health care, 401k and other benefits
• Stable / Fast Growing / Exciting company
• Chance to work with first of its kind AI/ML technology
• Awesome company culture!

What You Will Be Doing
As a Customer Success Specialist (CSS) at WarrCloud, you’ll be a strategic advisor and trusted partner for our dealership clients, helping them unlock the full potential of WarrCloud’s solutions along with improving the dealership operations. You will drive product adoption, reporting analytics, financial analysis within automotive warranties, customer satisfaction, and long-term loyalty by building strong relationships, addressing customer needs, and facilitating engagement. This role is pivotal in transforming how dealerships utilize technology to enhance operational efficiency and customer satisfaction. 

Key Responsibilities

CSS Level 1
Focused on direct customer engagement, reporting analytics, onboarding, and performance management:

• Customer Engagement: 
• Lead scheduled dealer meetings, ensuring action items are met by both WarrCloud and the dealership to keep clients aligned and engaged.
• Account Management: 
• Guide new customers from onboarding through ongoing support, fostering loyalty and reducing churn by addressing challenges and celebrating successes. 
• Identify performance gaps or delays that may impact client satisfaction, and escalate as needed to department leads or leadership.
• Maintain regular tracking and documentation of departmental contributions to each account’s success.
• Reporting Analytics: 
• Analyzing reporting on dealership warranty schedules, dealership operational challenges, and dealership operational successes, and utilizing critical thinking to advise dealerships on best practices for dealership operational success. 
• Prepare internal summaries or reports outlining account status and dealership performance.
• Customer Advocacy: 
• Act as a liaison between customers and internal teams, monitoring accounts to ensure service levels and deliverables are met across all supporting departments, communicating client needs to drive improvements in product features, training, and overall satisfaction.
• Provide feedback and insight on recurring issues, helping drive process improvements and accountability across teams.
• Act as a point of contact for dealership escalations, helping to resolve cross-departmental challenges efficiently.

CSS Level 2
Builds on Level 1 responsibilities, with a stronger emphasis on strategic collaboration for deeper account growth. CSS 2 requires independent judgment, cross-functional collaboration, and a proactive approach to identifying gaps and driving improvement. You will also support team development, assist in escalated situations, and contribute to strategic process enhancements.

• Strategic Collaboration: 
• Partner closely with Sales on presentations, growth strategies, and engaging larger dealership groups.
• Attend and contribute to cross-functional meetings to advocate for account health, promote accountability, and ensure internal alignment.
• Product Partnership: Represent dealership needs and suggest product enhancements, working with the Product team to improve functionality and reporting capabilities.
• Escalation and Peer Support: 
• Support and guide team members through complex escalations or difficult client situations to ensure swift and effective resolution.
• Contribute to onboarding and training of new team members by sharing best practices, tools, and institutional knowledge.

Key Skills and Attributes

• Cross-Functional Collaboration: Ability to coordinate effectively across multiple departments and communicate expectations clearly.
• Escalation Management: Skilled in guiding others and managing high-pressure or complex client situations calmly and efficiently.
• Analytical Thinking: Capable of assessing account activity, identifying trends or gaps, and making data-informed decisions.
• Attention to Detail: Monitors account status, documentation, and internal tasks with a high degree of accuracy.
• Problem Solving: Proactively resolves issues and contributes to long-term fixes rather than temporary workarounds.
• Time Management & Prioritization: Manages multiple priorities efficiently while meeting internal deadlines and SLAs.
• Customer-Centric Mindset: Keeps the client’s experience top of mind while balancing internal responsibilities.
• Financial Analytics: Ability to analyze financial claim trends, identify lost revenue opportunities, and evaluate processing performance to ensure financial accuracy and maximize dealer profitability.