Customer Success Manager

As a Customer Success Manager, your primary role will be to ensure customer satisfaction post-sale by providing proactive follow-up, organizing training sessions and conventions, managing customer complaints, and handling customer inquiries. You will also be responsible for creating opportunities with new prospects, assigning them to representatives, and scheduling their appointments. Additionally, you will be tasked with creating projects for effective follow-up and training assignments. You will actively participate in team meetings and perform occasional related tasks as needed, such as ordering office supplies.

Responsibilities:

• Customer Satisfaction Management:
• Ensure regular follow-up with customers post-sale to ensure their satisfaction.
• Address customer inquiries and resolve their issues effectively and professionally.
• Proactively manage customer complaints by identifying issues and proposing suitable solutions.
• Training and Conventions:
• Organize training sessions for customers on product or service usage.
• Coordinate and participate in conventions and events to enhance customer relationships.
• Opportunity Management and Prospecting:
• Create opportunities with new prospects and assign them to appropriate representatives.
• Schedule appointments with prospects and ensure proper follow-up.
• Project Creation and Follow-up:
• Design projects to ensure effective follow-up with customers.
• Assign and coordinate necessary training to meet customer needs.
• Participation in Team Meetings:
• Actively contribute to team meetings by sharing relevant information and suggesting ideas for process improvement.
• Related Tasks:
• Perform occasional administrative tasks, such as ordering office supplies, to support overall team operations.

Company Description

GEM-CAR, the Shop Management Software of the Future for the Automotive Aftermarket, is looking for dynamic and passionate Customer Service professionals.

V2V Technologies, creator of GEM-CAR, was started in 2001 in Montreal and has grown to the largest seller of Windows-based software in Canada with thousands of users. GEM-CAR in 2008 was listed in the top 100 fastest-growing companies in Canada.

Currently, GEM-CAR is continuing to grow its market in Canada serving Business Management Software for the Automotive Repair industry, Fleet Management, Motor Cycles, Medium & Heavy Duty repairs, and sales & service of trailers. To quote AC DELCO “It’s simply the best shop tool you'll ever buy''

Our Market

Business owners that are involved in the automotive repair business, management of fleets, sales & service of motorcycles, sales and service of trailers, and service of medium and heavy-duty trucks.

Garage owners who are interested in improving their business operations using dynamic, easy-to-use, affordable business management software. GEM-CAR will assist them in controlling expenses, saving time, and improving sales and profitability of their businesses.

We are seeking

The right individuals will build relationships with users to assist them with the use of the software.

Desired Skills & Experience

• Experience in customer support,
• Must be able to speak french and English ( advance level)
• College degree in a relevant field.
• Previous experience in a customer service or account management role, preferably in a B2B environment.
• Prior experience in prospecting or sales would be an advantage.
• IT and network experience is a bonus,
• Self Motivated,
• Excellent communication skills.

GEM-CAR delivers access to career and development opportunities, safe and healthy workplaces, effective training, and positive work-life balance - so that employees can perform at their best, contribute to their communities, and focus on cultivating deeper relationships with our GEM-CAR users.

What You’ll Be Doing

Respond to inbound client calls and provide information to existing and potential clients via telephone regarding GEM-CAR’s full range of features and services with a focus on meeting and exceeding user expectations, building loyalty and growing the business, Understanding users needs, resolving issues effectively, overcoming objections, and actively identifying opportunities to promote, services, loyalty programs, convention, GEM-UNIVERSITY (e-learning platform) and other offers, Independently resolve disputes received from existing users, GEM-CAR installation & configuration, Every team member is responsible to our success… Our warranty in the software business is our ability to support our customers.

Visit GEM-CAR-cloud.com today.

Please contact Lana, our HR manager in Montreal

Office : 514-940-8649 ext 223 email: accounting@gem-car.com

www.gem-car-cloud.com/