Client Success Manager

Leading provider of award-winning GPS solutions seeking Client Success Manager to support our customers.
WHAT WE DO

Headquartered a few miles south of Denver, in Littleton, Colorado, Pass Time is a leading provider of award‑winning GPS Solutions. For more than 25 years, we’ve served the automotive industry–from BHPH dealers to finance companies, credit unions and banks to franchise and independent dealerships to fleet managers– helping customers connect their vehicles, protect their assets, and grow their businesses.

We have some of the longest tenured employees in the industry, developing industry experts that understand the needs of our customers. As a pioneer in the automotive IoT (internet of things) space, Pass Time’s advanced technology has evolved with the industry. We have dozens of technology patents, and a worldwide customer base of over 10,000 businesses, protecting more than $10 billion in automotive assets.

This role is responsible for contacting new Pass Time accounts, existing Pass Time accounts, and former Pass Time accounts that have or are looking to purchase and use devices. Increase of sales, training, support, and communication for those accounts are the main focuses and responsibility of this role. This role is required to continuously inform customers and potential customers on the benefits of the Pass Time Suite of products.

Follow up and training on OASIS site, Admin Site, Installation and overall account management of assigned accounts is mandatory. This is an in‑office position 8:30 am‑5 pm Monday‑Friday, with the ability to work from home when approved by the Director of Operations & Executive Team.

• Manage and support of assigned accounts
• Contact assigned accounts at least once every 30 days (Phone/Email)
• Conduct 10‑20 outbound phone calls daily
• Support assigned accounts in support of the sales agent; manage reports on inventory, divisions, etc. for strategic customers.
• Place orders for assigned accounts when Sales Agents aren’t able to
• Perform Quarterly Account‑Performance‑Reviews addressing all pertinent reports
• Establish training contact and set training schedule for new and existing customers
• Train all functions of Admin Site, Code Site, Disclosure, Installation, Code Process, Reports and additional requested support specific to the companies’ processes.
• Strengthen relationship between Pass Time and the assigned customer base
• Bring all customer issues and concerns to a satisfactory closure or elevate as necessary
• Set up and maintain the settings within accounts in OASIS
• Keep up to date on PK and new features/sites
• Provide troubleshooting & technical support for products & features above Level 1 abilities
• Utilizing 12V knowledge to complete a full installation with starter interrupt
• PK Training through documents and webinars for assigned accounts
• Record all actions as Net Suite Activities
• Manage schedules, phone calls, notes and tasks without being instructed
• Return all written communications, without fail, within 2 business hours
• Locating installation specialists where required, and training customers/technicians on the installation of PT products in addition to the use of Oasis and other admin functions.

• Minimum 2‑3 years’ experience within customer service positions
• Experience and expertise in utilizing Microsoft Office Suite
• Experience and expertise in utilizing CRM and efficiency in data entry.
• Call center experience preferred
• High School or GED required
• Construction experience preferred
• Deep understanding of customer service principles, including empathy, responsiveness, and attentiveness to clients' needs, to ensure customer satisfaction.
• Excellent communication skills to convey your ideas and influence others. Additionally, you should possess strong interpersonal skills to build strong relationships with clients, stakeholders, and team members.
• Ability to manage client accounts and maintain relationships with clients to ensure retention, growth, and satisfaction.
• Strong project management skills to oversee the execution of projects, including timelines, budget, resources, and deliverables, to meet clients’…