Principal Client Success Manager, Emerging Markets

Agero; United States; On-site; USD 130,000 - 155,000; Full time

Job summary

A leading company seeks a Principal, Client Success to drive client success and maximize utilization of solutions. This strategic role involves managing high-value clients, collaborating with internal teams, and ensuring client satisfaction and retention. The ideal candidate will have extensive experience in client success and a strong focus on driving measurable business outcomes.

Benefits

Healthcare

Dental

Vision

Disability Insurance

Life Insurance

Mental Health Benefits

401(k) Plan with Company Match

Tuition Assistance

Flexible Time Off

Paid Sick Leave

Qualifications

• 8+ years in client success or strategic account management.
• Experience in driving solution adoption in Automotive or comparable industries.

Responsibilities

• Manage high-value clients and drive new implementations.
• Develop client-level program refinements to increase utilization.
• Monitor and report on key performance indicators (KPIs).

Skills

Leadership

Growth

Performance

Cross-Functional Collaboration

Verbal Communication

Written Communication

Client Engagement

Analytical Thinking

Problem Solving

Project Management

Education

Bachelor’s degree in Business

Job description

About Agero:Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Position Summary:

The Principal, Client Success is a strategic leader responsible for driving client success and maximizing the utilization of the company’s solutions in the post-sales phase. This role focuses on ensuring that client(s) fully adopt and leverage the company's products and services to drive measurable business outcomes, contributing directly to top-line revenue growth. The Client Success Principal will collaborate closely with internal teams and client stakeholders to develop enablementstrategies that enhance client satisfaction, retention, and expansion.

Essential Functions:

• Client Engagement & Enablement:Primary responsibility for managing high-value clients, driving new implementations and portfolio performance optimization. Principal designs plans to accelerate adoption and expansion in alignment with client objectives. And collaborates with cross functional teams to directly support evaluation and development of business growth opportunities.
• Utilization Strategy:Develop client level program refinements and communication initiatives to increase utilization of the company’s solutions. Track performance metrics, analyze data and develop insights to deepen engagement.
• Revenue Growth: Identify opportunities to expand the scope of services within existing accounts, working in partnership with sales and account management teams to drive cross-sell and upsell opportunities. Focus on increasing solution utilization to deliver on operational and financial objectives. .
• Cross-Functional Collaboration: Work closely with product, engineering, marketing, and sales teams to ensure that client feedback informs development of product, training and marketing material improvements to enhance existing and new solution solution adoption.
• Client Success Metrics: Monitor and report on key performance indicators (KPIs) such as net revenue, utilization, conversation and attachment rate. Use data-driven insights to improve client success strategies and drive ongoing improvements in the overall customer experience.
• Issue Resolution: Proactively address any challenges or barriers to product adoption. Lead efforts to troubleshoot process and performance issues to provide creative solutions to ensure full value delivery of company offerings.
• Thought Leadership:Function as a product, market and industry subject matter expert to inform internal stakeholders and clients on best practices and emerging trends related to the company’s solutions. Represent the company at industry events and share knowledge to position the organization as a leader in the space.

Job Specifications & Roles Based Competencies - Knowledge, Skills and Abilities:

Education:Bachelor’s degree in Business, Management, or a related field or equivalent work experience. Advanced degrees of experience in client success, project management or business strategy are preferred.

Experience:8+ years in client success, strategic account management, or consulting, with a strong emphasis on post-sales enablement and driving solution adoption of service related offerings in Automotive or comparable industries. Direct experience collaborating with marketing, business term negotiations and leading client contracting processes. Managing large-scale client implementations or transformation programs is a plus.

Role Based Competencies (Knowledge, Skills and Abilities):

• Leadership: Demonstrated ability to engage and influence internal/external shareholders at management and associate levels. Executive presence and leadership competencies to drive cross functional client-facing initiatives.
• Growth: Expansion mindset with natural curiosity and creative orientation, financial and business acumen. Ability to identify new expansion opportunities, develop business cases and partner with internal teams to implement
• Performance: Commitment to excellence, measurement, continuous improvement and high level of execution
• Cross-Functional Collaboration: Works effectively product, sales, marketing, and engineering teams to align goals, balance priorities and deliver on client needs.
• Verbal Communication: Excellent interpersonal skills, professional maturity and awareness to effectively deliver presentations and communicate with a broad array of stakeholders.
• Written Communication: Strong writing ability for creating clear, actionable communication, including reports, training materials, and client-facing documents.
• Client Engagement: Expertise in managing high-value clients, driving adoption, and creating strategies to drive satisfaction, renewal and long-term success.
• Analytical Thinking:Strong ability to assess operational and financial data to interpret and develop actionable insights that inform strategic and tactical account planning.
• Problem Solving: Proactively identifies challenges and implementing creative solutions to ensure clients achieve anticipated performance and growth outcomes with company solutions.
• Project Management: Strong project management skills, with the ability to oversee multiple client enablement initiatives, manage timelines, and ensure the successful delivery of services.

Working Relationships:Works closely with product, engineering, sales, and marketing teams toensure a seamless experience for clients, while capturing and communicating client feedback toimprove products and services. Engages with clients at various levels, from operational teams tosenior leadership, to drive success and maximize utilization of the company’s solutions.

Additional Requirements:30-40% Travel Required

Hiring In:

• United States: AZ, CA, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA

• Canada: Province of Ontario

The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

National Pay Range

$130,000—$155,000 USD

Life at Agero:

At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being:

Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:

• Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
• For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.

• Family Support: Parental planning benefits to assist associates through life’s milestones.
• Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.