Customer Success Specialist (Automotive industry) in Poklyk

Poklyk is a product company that helps small and medium-sized businesses work more easily and efficiently. We started as a small service, later turned into a startup, and today it is a leading SaaS product for the service business.

Our products:Orderry and RO App - we are proud of it!

We are looking for a Customer Success Specialist to work with customers in the retail and automotive industry in Ukraine. A person who knows how to build long-term relationships with customers, understands their business processes and helps to get the maximum value from the product.

Experience in retail will be an advantage, and knowledge and understanding of the automotive industry (car dealerships, service stations, spare parts, service processes) will be a big and significant plus.

The role involves active work with customers: onboarding, support, work with requests, collection feedback and development of cooperation. If you like communicating with people, you are result-oriented and want to influence the success of clients - we would be happy to meet you.

What is important to us:

Communication skills:

- Ability to explain complex technical things in simple and understandable language.

- Ability to listen to the client, ask the right questions and take responsibility for result.

-Proficiency in English at the C1 level, because part of the customers are from Europe.

Experience in the automotive niche:

- Practical experience of working with service stations, detailing centers, car services or related areas.

- Understanding of the business processes of the auto industry in order to quickly navigate customer requests, evaluate their expediency and offer optimal solutions.

Technical literacy:

- Comfortable working with SaaS-products, in particular CRM/ERP-systems for service stations and inventory accounting, finances, customer base, reporting.

- Ability to quickly understand new functionality.

- Ability to be a bridge between the client and the product department team.

Customer onboarding and training:

- Carrying out the first steps in the system.

- Customizing the system for the client’s business processes.- User training and support at the start.

- Building long-term and mutually beneficial partnerships.
Analytical thinking:

- Analysis of customer behavior in the product / reasons for inactivity / churn triggers.- The ability to draw conclusions and act proactively.

Self-organization and systematicity:

- Confident work with CRM, task managers, notes.

- Clear management of customer history.

- Adherence to processes and deadlines.

What awaits you at work:

- Work with existing client base basis.

- Full responsibility for customer success: from onboarding to long-term maintenance and development.

- Conducting onboarding for new customers (service stations, detailing centers): adjusting the product to business processes / training client teams / support at the start.

- Regular communication with customers: scheduled check-in calls / analysis of product use / work with outflow risks and outflow as such.- Deep withimmersing in the client's business: understanding operational processes, pain points and goals / providing recommendations for more effective use of the product.

- Working with customers who reduce engagement or face difficulties in using the product.

- Collecting, analyzing and structuring feedback from customers and conveying it to the product team in the format of clear business requirements.

- Close interaction with internal teams: Product, Support, Sales Team to ensure a holistic customer experience.

- Helping customers to scale and grow their business through product capabilities (upsell/cross-sell without aggressive sales).

- Working with a real product that solves specific business problems of customers.

What we offer:

- Formal employment with all relevant benefits.

- Impact on product development: every idea and the proposal are discussed by the team.

- Work in a leading IT company, which is the market leader of services for business automation and is recognized as critically important for the economy of Ukraine.

- Flexible hybrid or remote work format.

- 18 working days of vacation, 10 days-off and paid sick leave.

- Corporate English courses from the first days.

- The company covers expenses for professional development - training courses, webinars, conferences and other events.