Customer Success Advisor

With over 275 employees worldwide, the CitNOW Group is a global market leading provider of software for the automotive industry, created to leverage innovation and help retailers and manufacturers deliver an outstanding customer experience. Driven by the vision to transform the way the automotive world communicates, the group is made up of 8 leading technology companies; CitNOW, Dealerweb, Quik, Reef, Tootle, Web1on1, AutoSLM and RTC.

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution - for dealers to build trust, transparency and long-lasting relationships. CitNOW have been recognised recently by Best Companies with a two star accreditation as an outstanding place to work.

The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture. Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to work.

About the role

The Client Services team at CitNOW are recruiting for a Customer Success Advisor to act as a strategic and supportive partner for our customers. Focussing on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upselling and renewals.

The role will entail remote virtual working to ensure we are providing the best level of support and services to our existing customers and maintaining our reputation as the number one supplier of video into the Automotive industry. Passion, proactivity, self motivation and drive is key in the successful applicant, as is a willingness to work together with the wider Client Services Team.

This is a remote position with regular travel to customer sites and adhoc travel to our office in Berlin as required.

Key responsibilities include:

- Actively manage the first line support of all DACH customers
- Full ownership of all account management and retention activities for dealership customers
- Make routine outbound calls and CitNOW Videos to our existing customers to ensure they are seeing the value of our product suite
- Be a product advocate and ambassador for our products with the customers to improve usage and ultimately retention
- Arrange site visits as required to increase utilisation of the product
- Support the Client Services team to ensure a cohesive strategic approach is being disseminated through all of the dealership sites
- Manage the day to day and operational client partnership/relationship ensuring all deliverables are achieved to time, quality and budget
- Implement the agreed business activities for all nominated customers to drive growth and ensure retention
- Identify growth opportunities through a partnership approach
- Support the Business Development and Onboarding teams to successfully onboard new customers immediately prior to and post contract signing, supporting the full transition to Client Services
- Work closely with the Customer Support team to ensure clients are receiving a high level of customer satisfaction through first class support at 1st and 2nd line level
- Ensure all contact activity, business information and details are kept current within Salesforce
- Own the customers subscriptions to ensure they are configured to achieve the group’s goals and usage is as desired
- Support the small agile team during holidays and absence

You must have:

- A full driving licence is essential
- Excellent telephone skills/a confident communicator
- Previous experience of working in the Automotive industry is preferred
- Knowledge and experience of using Salesforce is desirable
- Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint, Teams, Google based web tools, Zoom and Webex
- Skilled in organising tasks and establishing priorities to meet deadlines
- Strong work ethic, a self-starter with a proactive approach
- Language Skills: German (native or C2 level), English (min. C1), Italian or French a nice to have
- Communication skills: writes clearly and concisely, speaks effectively and listens attentively
- Interpersonal skills: enthusiastic with a can-do attitude, works well with others, supportive, motivates and cooperates with others
- Organisational skills: punctual and attentive, high levels of attention to detail
- Problem analysis skills: ability to understand the main problem, identify the potential causes and propose solutions
- Teamwork skills: ability to participate and contribute to the overall effectiveness of the information systems throughout the organisation

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people stra