[Remote] Customer Success Manager (SMB) at Tekmetric

Remote

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

2-3 years of B2B SaaS or tech-enabled service experience
Experience in a high-volume, SMB, or digitally scaled Customer Success environment
Shop Management System experience (preferred)
Bachelor's Degree or equivalent experience (preferred)
Strong ability to build and maintain positive relationships with customers
Effectively solve ad-hoc customer escalations
Comfort with data-driven tools and automation
Detail-oriented and highly organized
Data-driven approach to assess customer success
Ability to manage time and prioritize across a large customer base
Customer Centric with a focus on excellent customer experience

Responsibilities

Support a shared book of SMB customers through digital engagement, proactive campaigns, and 1:1 outreach
Partner cross-functionally with Onboarding, Support, Product, Sales, and Marketing
Assist in building processes and assets to scale the Customer Success organization
Leverage data and automation to identify customers needing engagement
Lead outreach calls, webinars, and group trainings
Track and monitor customer issues and requests through resolution
Identify and communicate trends impacting the assigned book of business
Represent the voice of customers in driving product development
Act as the voice of the customer for the SMB segment

Skills

Tekmetric

Cloud-based software for auto repair shops

About Tekmetric

Tekmetric provides software solutions specifically designed for auto repair shops in the United States and Canada. Its main product is a cloud-based Shop Management System (SMS) that helps over 3,000 auto repair shops improve their operations. The software includes features like automated reports, digital vehicle inspections with photos and videos, and trend tracking, which assist shop owners in making informed decisions and enhancing customer trust. Tekmetric differentiates itself from competitors by offering a subscription-based pricing model that charges a flat monthly fee based on the number of shops, making it accessible for businesses of all sizes. The company's goal is to facilitate the transition from paper-based systems to digital solutions, ultimately improving operational efficiency and customer satisfaction in the auto repair industry.

Houston, TexasHeadquarters

2015Year Founded

$1.6MTotal Funding

EARLY_VCCompany Stage

Automotive & Transportation, Consumer Software, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Remote Work Options

Flexible Work Hours

Paid Vacation

Paid Sick Leave

401(k) Retirement Plan

401(k) Company Match

Life Insurance

Disability Insurance

Wellness Program

Professional Development Budget

Risks

Increased competition from other software providers threatens Tekmetric's market share.

Integration challenges from Shopgenie acquisition may disrupt service continuity.

Economic downturns could lead to reduced subscriptions, impacting Tekmetric's revenue.

Differentiation

Tekmetric offers a cloud-based SMS integrating with OEC RepairLink for OE dealer interactions.

The Tekmetric Tire Suite streamlines tire management, enhancing efficiency for auto repair shops.

Partnerships with SiriusXM and Affirm add unique value to Tekmetric's customer offerings.

Upsides

Growing demand for digital transformation boosts Tekmetric's market potential in auto repair shops.

Subscription-based model aligns with industry trends, ensuring predictable revenue and customer retention.

Expansion into tire management broadens Tekmetric's market reach and service offerings.

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