Associate Customer Success Manager - Bilingual

<p><span style="font-weight: 400;">As an Associate Customer Success Manager, you have the opportunity to serve, help and guide auto repair shop owners in digitally transforming their businesses with Shopmonkey.&nbsp;</span><span style="font-weight: 400;">In this position, you will lead Shopmonkey’s customer expansion initiatives. You are responsible for building relationships with customers, mitigating churn, building towards expansion, and driving adoption and engagement with key value-add products and features<strong>. Please note: This is a hybrid role with 2-3 days/week in office at our Morgan Hill, CA office.&nbsp;&nbsp;</strong></span></p> <h3><strong>You will have the opportunity to:</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Learn all about the Shopmonkey product suite, our customer's journey, and automotive industry</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Empathize with customers, understand their needs and challenges from their POV, recommend and take action on areas where we can help</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identify areas of the software that our customers are engaging in, drive deeper adoption, up-sell and cross-sell additional products and services</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure customers are engaged and proactively engage in churn mitigation efforts</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Monitor and evaluate the the health of our customer base, ensuring customers renew their subscription on an ongoing basis</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Work cross-functionally with Sales, Support, Product and Implementation teams to ensure clean handoffs and exceptional customer experience.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Maximize the tools available to improve efficiency and reporting, keeping the team on track for growth targets and mitigating churn</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Communicate thoughtful, customized solutions that help customers move forward and grow their business</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Visit customers and attend events/trade shows as required</span></li> </ul> <h3><strong>We are looking for people who have:</strong></h3> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience managing customers at various life cycle stages</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience supporting SAAS products</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience being a "product expert" and guiding customers on best practices</span></li> <li style="font-weight: bold;"><strong>Fluency in both English and Spanish</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Clear, professional, friendly and informative communication style</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Deep sense of empathy and experience in a customer-facing roles</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Enjoy creative problem solving, being resourceful, and experiencing new and different challenges everyday</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Show a passion for SaaS B2B, are life-long learners, and highly motivated to excel</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Thrive in a dynamic &amp; collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Adapt quickly to changing priorities and evolving customer needs</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Have a related education background (Bachelor’s degree preferred)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience using tools such as Salesforce, Intercom, Totango, Pendo is a plus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">As a nice plus, truly appreciate cars and/or are familiar with the automotive industry</span></li> </ul> <p><span style="font-weight: 400;">In the United States the range is typically an hourly pay of $25 to $30 per hour + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.</span></p><div class="content-conclusion"><hr> <h3><strong>Why Shopmonkey?&nbsp;</strong></h3> <h4><span style="font-weight: 400;">Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (<strong>benefits below are mainly for U.S. based, full-time employees).</strong> Other benefits vary upon location outside of the United States, and employment status:</span></h4> <h3><strong>💪🏼 Health &amp; Wellness&nbsp;</strong></h3> <ul> <li><span style="font-weight: 400;">Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date&nbsp;</span></li> <li><span style="font-weight: 400;">Short term and long term disability&nbsp;</span></li> <li><span style="font-weight: 400;">Employee assistance program</span></li> <li><span style="font-weight: 400;"><span data-slate-fragment="JTVCJTdCJTIydHlwZSUyMiUzQSUyMnAlMjIlMkMlMjJjaGlsZHJlbiUyMiUzQSU1QiU3QiUyMnRleHQlMjIlM0ElMjJwZXJzb25hbCUyMGhlYWx0aCUyMGFuZCUyMHdlbGxuZXNzJTIwbWVtYmVyc2hpcCUyMiU3RCU1RCU3RCU1RA==">Reimbursement for a personal health and wellness membership</span>&nbsp;</span></li> <li><span style="font-weight: 400;">Generous parental leave&nbsp;</span></li> <li><span style="font-weight: 400;">401(k) available upon hire&nbsp;</span></li> </ul> <h3><strong>✈️ Time Off&nbsp;</strong></h3> <ul> <li><span style="font-weight: 400;">11 paid holidays&nbsp;</span></li> <li><span style="font-weight: 400;">Flexible time off - take the time off you need!&nbsp;</span></li> </ul> <h3><strong>🥰 Giving Back&nbsp;</strong></h3> <ul> <li><span style="font-weight: 400;">Matching donations for approved charitable organizations&nbsp;</span></li> <li><span style="font-weight: 400;">Group volunteer efforts&nbsp;</span></li> </ul> <h4><span style="font-weight: 400;">Check out our </span><a href="https://www.youtube.com/watch?v=bersjshXlzc&amp;t=3s"><span style="font-weight: 400;">founder’s story</span></a><span style="font-weight: 400;">, </span><a href="https://www.linkedin.com/company/shopmonkey/life"><span style="font-weight: 400;">life page</span></a><span style="font-weight: 400;">, or </span><a href="https://youtube.com/playlist?list=PLazaWgaFFCUBYZvKjH_c4isFhoqOpegSC"><span style="font-weight: 400;">hear from real employees</span></a><span style="font-weight: 400;"> about what it’s like to work at Shopmonkey.</span></h4> <h4><span style="font-weight: 400;">Join our team of </span><a href="https://www.youtube.com/watch?v=psBQ1RnCM1M&amp;list=PLazaWgaFFCUBYZvKjH_c4isFhoqOpegSC&amp;index=2&amp;t"><span style="font-weight: 400;">hungry, humble, smart people</span></a><span style="font-weight: 400;"> who love what they do, and change the auto industry by helping every shop thrive.</span></h4> <h3><strong>About the Industry</strong></h3> <h4><span style="font-weight: 400;">The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.</span></h4> <h3><strong>About Shopmonkey</strong></h3> <h4><span style="font-weight: 400;">Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.&nbsp;</span></h4> <h4><span style="font-weight: 400;">Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B.</span></h4> <h4><span style="font-weight: 400;">In 2021 Shopmonkey </span><a href="https://www.crunchbase.com/organization/shopmonkey-io"><span style="font-weight: 400;">raised</span></a><span style="font-weight: 400;"> a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth.&nbsp;</span></h4> <p class="p1">In 2022, Shopmonkey <a href="https://www.forbes.com/lists/americas-best-startup-employers">was named</a> #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products &amp; Software Services). <strong>Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in&nbsp;<a style="font-weight: 400;" href="https://r.statista.com/en/employers/best-startup-employers-usa-2023/ranking/">2023,&nbsp;</a><a style="font-weight: 400;" href="https://www.forbes.com/lists/americas-best-startup-employers/?sh=40a2c1a92ad7">2024</a>, and <a href="https://www.forbes.com/lists/americas-best-startup-employers/">2026</a>!&nbsp;</strong></p> <h4><em><span style="font-weight: 400;">Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission. </span></em></h4> <h4><em><span style="font-weight: 400;">Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.&nbsp;</span></em></h4> <p><em><span style="font-weight: 400;">Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at&nbsp;<a href="mailto:hiring@shopmonkey.io">hiring@shopmonkey.io</a>.&nbsp;</span></em></p> <p><strong>Please note: </strong>Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:</p> <ul> <li>Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.</li> <li>Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.</li> <li>While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s <a href="https://www.shopmonkey.io/careers">Careers</a> page, or our official <a href="https://www.linkedin.com/company/shopmonkey">LinkedIn Company Page</a></li> </ul> <p>The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from <a href="https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms">recruiting scams</a> and <a href="https://consumer.ftc.gov/articles/how-avoid-scam">financial fraud</a>. If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.</p> <p>&nbsp;</p></div>