Customer Success Manager at MSXInternational

Job Overview We are seeking a highly organized, proactive, and results-driven Mobile Service Success Manager to join our team. In this remote role, you will serve as an integral point of contact and strategic partner for dealerships, ensuring the successful adoption and long-term growth of the Mobile Service program. You will be responsible for bridging the gap between corporate strategy and dealership execution by providing hands-on launch support, ongoing training, and real-time troubleshooting. You will work closely with the field team and the MSX BDC (Business Development Center) to ensure an excellent experience for both the dealer and the end customer. Key Responsibilities Dealer Launch & Software Integration You will support the end-to-end launch process for new dealers entering the Mobile Service program. This includes overseeing the initial setup and deployment of mobile service software, configuring scheduling logic, and ensuring all digital tools are integrated into the dealership’s daily workflow. You will provide intensive support during the "go-live" phase to ensure a seamless transition for dealership staff. Field Team Support & Office Hours You will act as a dedicated resource for the field team, providing them with the technical and operational insights needed to manage their territories effectively. To maintain high engagement, you will hold regular "Dealership Office Hours," providing a consistent forum for dealer personnel to drop in, ask questions, and receive immediate guidance on program best practices. Ad-Hoc Training & Troubleshooting You will respond to ad-hoc requests from dealerships for supplemental training and technical troubleshooting. Whether a dealer is struggling with technician routing, software glitches, or process bottlenecks, you will provide rapid-response support to resolve issues and prevent service interruptions. MSX BDC Collaboration You will work in lockstep with the MSX BDC to align scheduling efforts with dealership capacity. By maintaining a feedback loop with the BDC, you will ensure that appointments are booked accurately, customer expectations are managed, and the dealer’s mobile units are utilized to their maximum potential. Performance Coaching & Relationship Management You will monitor dealership KPIs—such as appointment volume, completion rates, and customer satisfaction scores—to identify areas for improvement. You will lead consultative meetings with Service Managers and Mobile Service Coordinators to share data-driven insights, reinforce program goals, and coach teams on how to provide a premium customer experience.