Role Description В Ототон вярваме, че успехът на нашите клиенти е и наш успех. Затова търсим комуникативна, организирана и слънчева личност, която да се присъедини към екипа ни за връзка с клиенти. Твоят глас, търпение, отзивчивост и професионално отношение ще бъдат подкрепата, от която нашите клиенти имат нужда по пътя към подобряването на своя живот. Ти ще бъдеш първият и най-важен глас, който клиентите ни чуват. Твоята мисия ще бъде да осигуряваш качествено, своевременно и прецизно обслужване на всички запитвания, като превръщаш всяко обаждане в позитивно преживяване за клиента. Твоите отговорности: - Пълна грижа за запитванията: Ще отговаряш на входящи въпроси по телефон, следвайки високите стандарти на компанията. - Активна комуникация: Ще провеждаш изходящи обаждания за реактивация на клиенти, персонализирани предложения и последваща грижа след покупка. - Координация: Ще уговаряш часове за посещения директно в графиците на нашите центрове и ще поддържаш връзка с екипите ни в страната. - Работа със CRM: Ще въвеждаш и актуализираш данни в CRM системата ни, за да сме сигурни, че всеки клиент получава най-доброто внимание. - Обратна връзка: Ще събираш мнения от клиентите, за да подобряваме заедно нашите продукти и процеси. Qualifications - Способност да изслушваш с истинска емпатия и да разбираш в дълбочина нуждите на хората. - Умение не просто да говориш правилно, уверено и ангажиращо по телефона, но и да практикуваш активно изслушване. - Естествена позитивност и умение да водиш разговорите с усмивка в гласа, която вдъхва доверие и оставя отлично впечатление у клиента. - Висока адаптивност, желание да учиш постоянно нови неща и стремеж да се развиваш в динамична среда. - Поне 3 години успешен професионален опит в обслужването на клиенти или в сферата на продажбите. - Отлична лична дисциплина, лоялност и вродено позитивно излъчване. Benefits - Дистанционен модел на работа. - Гъвкавост и възможност за работа от вкъщи. - Периодични обучения за нови продукти и техники за обслужване. - Всеки ден променяш нечий живот - буквално въщаш звуците на света. - Подкрепяща култура, отворени врати, тиймбилдинги и реални приятелства. - Ясна структура, бонуси за резултати и допълнителни социални придобивки. - Редовни съвместни инициативи, които укрепват екипния дух и правят работата по-смислена. - Допълнително здравно покритие за теб и твоето спокойствие.

• Monitor and manage the end-to-end sample lifecycle for new oncology providers, ensuring the first few samples move through our system without friction. • Collaborate with Medical Science Liaisons (MSLs), Clinical Trials, and Sales to provide a unified, custom touchpoint for new customers during their transition to Natera. • Identify and resolve potential bottlenecks in the onboarding workflow, acting as the primary advocate for the provider within internal lab and clinical operations. • Leverage Snowflake and Salesforce to monitor incoming samples and communicate with providers • Effectively communicate onboarding wins, risks, and ROI assessments to leadership across the Oncology business unit.

• Serve as the primary point of contact for strategic client accounts and initiatives • Lead client meetings, program reviews, onboarding sessions, and strategic discussions • Reinforce ADRM’s position as a trusted long-term partner • Support account growth opportunities through relationship management • Help coordinate onboarding timelines, milestones, and deliverables across multiple client deployments • Partner with development and internal stakeholders to help shape appropriate solutions and responses based on client feedback • Build strong working relationships with client stakeholders and internal teams • Support long-term client success by helping ensure a seamless and high-quality client experience • Lead client onboarding sessions, training, and platform walkthroughs • Support clients in understanding and using DEFENDER™ effectively for their operational needs • Help maintain momentum and ensure projects and operational initiatives continue progressing effectively • Identify gaps and proactively help resolve them • Maintain clear documentation, status updates, and reporting • Partner with internal teams to ensure smooth execution and issue resolution

Role Description As the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention. You Are - You understand that an Enterprise lead needs a different "touch" than a high-volume user, and you know how to build systems for both. - You don't wait for a clean dashboard; you dive into the data to find the trends, churn risks, and expansion opportunities yourself. - You can coach a CSM through a high-stakes executive presentation one hour and help them optimize an automated email sequence the next. - You thrive in the "grey area." You see messy data and ambiguous processes as a puzzle to solve rather than a roadblock. You Will - Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. - Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base. - Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks. - Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk. - Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth. Qualifications - 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step). - Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance. - Ability to design processes that scale; you’ve successfully implemented a new tool, workflow, or playbook in the past. - A coaching-first management style that fits our supportive, collaborative culture. Nice to Have - Ability to work with advanced data visualization tools. - Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. Interview Process - Initial Screen - 30min - Hiring Manager Interview - 60min - Cross-Functional Interview (1) - 30min - Cross-Functional Interview (2) - 30min - Case Study Assessment - 45min - Problem Solving Exercise - 60min - Completion of the Wonderlic Assessment before the end of the process (20-30min). Benefits - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - A collaborative, high ownership culture - Opportunities for development and career growth Why Join Steer? At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence. Here, you’ll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being. Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work. We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries. Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.