Software Education Generalist

In this role, you will be responsible for exercising exceptional product knowledge to ensure our clients are able to realize the full benefits of the software. Software Education Generalists spend their day on scheduled calls and email to understand, align and reach customer’s business goals by delivering maximum value. The ideal candidate should be customer centric, extremely motivated with excellent communication skills and the ability to thrive in a fast-paced, fun work environment. We are looking for someone who gets excited about having an important impact on a successful, growing company known for its customer service and automotive expertise.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Drive client retention and growth among our customers by understanding their needs and helping them succeed.
• Provide expert coaching to customers to enable them to maximize the value they derive from our products.
• Maintain a regular cadence of communicating with customers about their adoption and usage trends, sentiment, and mining for deeper engagement and upsell opportunities.
• Pro-actively identify clients at risk of non-renewal and assist them to receive value from our products.
• Maintain client relationships to ensure positive brand experience.
• Identify opportunities for customers to act as NCM advocates (e.g., testimonials, case studies).

QUALIFICATIONS
The following education, experience, competencies and behavioral skills are needed to perform this job successfully:

Education

• Bachelor’s Degree in Business preferred, however, requirements may be satisfied with equivalent combination of talent and experience.

Experience

• 2 years in Customer Success, Relationship Management, Account Management in a SaaS environment
• Experience working in and a passion for the automotive industry
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Experience with Excel, PowerPoint, and Salesforce CRM

Competencies/Behavioral Skills

• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action
• Strong analytical skills, with the ability to translate data into insights.
• A high level of accuracy and attention to detail is required
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Comfort in a very fast paced environment, we move quickly and wear many hats

Physical Demands

• While performing the duties of this job, the employee is routinely required to stand, walk, sit, speak, hear, see and use hands to handle objects.
• Must be able to sit for up to two hours at a time as that can be how long some training sessions last.
• Must be able to concentrate/focus with constant interruptions.
• Must be able to answer phone and listen and speak with clients and co-workers.
• The employee may occasionally lift and/or move up to 5 pounds.
• Ability to travel if required.

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Work Environment

• While performing the duties of this job, the employee will typically be in an office environment.

Job Type: Full-time