Customer Success Consultant

Job Description

Job Description

About Invoca

Invoca leads the revenue execution platform market by using AI to link online marketing with offline sales teams and optimize every stage of the buying journey. With over 300 employees, 2,000+ customers, and $100 million in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184 million from leading venture capitalists, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

The Customer Success Consultant at Invoca is a critical, full-time position entirely dedicated to fostering a deep, impactful partnership with a large automotive company account. You will become an integral extension of their team, driving their success from within. This role is pivotal in enhancing our engagement with dealerships, optimizing internal workflows, and maximizing the value derived from our partnership. You will serve as a trusted advisor, driving dealership success through proactive engagement, strategic problem-solving, and data-driven insights. This position requires a strong blend of customer success expertise, business process improvement skills, and a deep understanding of the automotive industry in a consulting capacity.

• Champion Field Education & Best Practices:
• Partner with Field Representatives to prepare insightful overviews and recommendations for leadership during Field Events.
• Educate the customers' internal teams (e.g., regional managers, field marketing managers) on Invoca best practices, fostering a culture of efficiency and excellence.
• Share successful Invoca implementation case studies to disseminate knowledge and best practices across the organization.
• Offer guidance on phone system setups and related technologies (e.g., IVR providers) to provide broader context for invoicing functionality.
• Continually and consistently 'sell' the program to the Field
• Own Dealership ("Retailer") Engagement & Support:
• Manage and respond to inbound inquiries from dealerships, collaborating closely with our internal team to ensure swift and accurate resolutions.
• Serve as the primary point of contact for complex Invoca-related issues, investigating and resolving problems, and providing expert guidance (e.g., addressing discrepancies, troubleshooting technical issues like "the phone is not ringing in the store," and assisting with data interpretation).
• Drive Process Optimization & Workload Reduction:
• Identify and implement strategies to streamline Invoca-related support tasks, reducing the burden on existing teams. This includes proactively addressing common pain points related to switches and buy/sell transactions.
• Monitor and manage the integration of our platform with vendor partners, collaborating with support and tech teams to ensure seamless data flow and functionality.
• Lead Data Analysis & Strategic Insights:
• Oversee and enhance the automated generation and dissemination of key reports to relevant stakeholders.
• Proactively mine and analyze invoicing data to generate valuable insights, including:
• Identifying trends and patterns in call data.
• Creating comprehensive platform reports and dashboards.
• Developing compelling data-driven narratives to inform strategic decisions.
• Providing actionable recommendations for continuous improvement.
• Identifying opportunities to enhance dealership performance and satisfaction.
• Conduct regular Destination Review & QA to ensure accurate routing of Invoca numbers to the correct dealership.
• Provide Key Readouts & Visibility:
• Deliver regular updates on system-based quantitative metrics.
• Present ongoing performance insights, offering summaries of trends - both industry-wide and across the Field - and strategic recommendations for improvement.

• 7+ years of experience in customer success, account management, or consulting roles, with a strong emphasis on leveraging technology to improve customer outcomes.
• Proven experience (3+ years) in the automotive industry in a consulting capacity, demonstrating a deep understanding of dealership operations, manufacturer-dealership relationships, and industry-specific challenges.
• Strong analytical skills with the ability to interpret complex data, identify trends, and translate insights into actionable recommendations.
• Proficiency in data visualization tools and experience building reports and dashboards.
• Exceptional communication (written and verbal), interpersonal, and presentation skills. Ability to effectively communicate complex technical information to diverse audiences.
• Demonstrated ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.
• Problem-solving mindset with a proactive approach to identifying and resolving issues.
• Proficiency in Google (sheets, slides, docs) & Microsoft Office Suite (Excel, PowerPoint, Word).

Benefits & Perks

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefits for teammates outside the U.S. may vary in accordance with their country's laws and regulations.

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays – Invoca provides 20 U.S. paid holidays , including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included.
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options – All employees are invited to share in Invoca's success through stock options.
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
• Position Base Range - $110,000-$135,0000 / plus annual bonus

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

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