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Customer Success Representative

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Management
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Hearst Autos, Inc
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1901575 Requisition #

Hearst Autos is looking for a customer success representative to join the team. This position supports dealership customers who have relationships through direct agreements and through enterprise programs. The support includes implementing product, customer service and account management to help customer maximize ROI with our products.


Hearst Autos brings together engaging content, unrivaled data and insights, innovative consumer products and comprehensive marketing solutions to serve automotive manufacturers, dealers, enthusiasts and buyers. By combining the entire portfolio of Hearst brands, including Car and Driver and Road & Track, with the extended reach of In-Market partners, Hearst Autos reaches 163 million people every month as the nation’s most influential automotive media company.


As a subsidiary of Hearst Magazines, we offer the best of both worlds: a nimble, fast-paced entrepreneurial environment coupled with the career development opportunities and perks of an established company. It’s the stability of a big company with the forward-looking feel of a startup. This position is based in Lawrenceville, GA.


RESPONSIILITIES

 

Product Implementations 

-Works with new customers to gather customization details and coordinate product implementation on their behalf (working with dealership personnel, vendors and internal teams)

-Product reviews for existing customers to identify opportunities for “re-implementing product” or for better utilization

 

Ongoing Account Care / Retention

-Monitor product performance and identify opportunities and issues

-Recommend best practices and customized product implementations

-Customer calls to convey product performance/ROI 


Customer Service

-Handle all service requests

-Troubleshooting all issues related to product, billing and updates to meet customer needs

-Execute “best practices” initiatives to help customers achieve goals for product performance

 

Nurture Sales Leads

-Identify existing customers who are good prospects for additional products

-Vet inbound sales calls and emails

 

REQUIREMENTS


-Minimum 3 years related customer relationship management experience

-Ability to build rapport easily with customers

-Ability to set priorities to meet deadlines

-Close attention to detail for setting up accounts and provisioning product details

-Excellent oral and written communication skills

-Ability to work as a team as well as independently with little direction

-Intermediate skills in Excel, PowerPoint and Salesforce (or similar CRM tool)

-High School Diploma with some college courses completed 

-Degree in business a plus

 

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About Hearst Autos

We are the only full-service consultative resource for connecting automotive marketers with consumers from inspiration to purchase.

Hearst Autos brings together the enthusiast credibility of Car and Driver and Road & Track, the performance-driven scale of Jumpstart’s exclusive portfolio of 12 in-market sites, and the far-reaching consumer connectivity of Hearst’s 22 industry-leading brands.

By taking a consumer-centric approach, we offer manufacturers and dealers custom solutions rooted in extensive shopper data, editorial perspective, and powerful storytelling from our creative shop, the blend line.

Annie Thai: Campaign Operations Manager - Annie is the gatekeeper for all things campaign management. On a typical day, she identifies and resolves pain points with her Campaign Management Team, works with her team to strategically optimize and deliver according to client needs, and interfaces with the Account Management and Sales Teams. Her first major project in her new role was the integration of the Canadian Campaign Management Team into Jumpstart Automotive Media's robust infrastructure.