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Customer Support

Client Success Advisor Full Time

Summary:

Hagerty, an automotive enthusiast brand and the world’s largest membership organization, is hiring a Client Success Advisor. This role involves proactive client communication, building relationships, and resolving client issues via email, phone, and chat. The position offers remote work within the United States and limited business travel.

Responsibilities:

  • Monitor and quickly respond to all inbound communications (email, chat, telephone).
  • Build long-term business relationships within designated accounts and deliver client-specific strategic plans.
  • Proactively communicate with clients regarding outages, new features, and account health.
  • Assist clients in updating and operating their front-end website and back-end management software.
  • Write up and oversee development projects for client websites and Speed Digital software.
  • Set up integrations, APIs, and widgets for clients.
  • Troubleshoot front-end and back-end software issues.
  • Connect with third parties to set up client accounts and troubleshoot integration issues.
  • Conduct client training on proprietary dealership management software and CMS updates.
  • Create support tasks, write up development and design projects, and onboard new clients.
  • Work closely with the development team to resolve client issues and add new features.
  • Respond to client support issues and resolve errors and bugs.
  • Provide on-site support for live auction events.
  • Identify and pursue upsell opportunities, such as website refreshes and digital marketing.

Requirements:

  • Exceptional interpersonal and communication skills.
  • Solid understanding of software and SaaS products.
  • Experience with front-end and back-end tasks, integrations, widgets, and APIs.
  • Ability to troubleshoot and diagnose software issues.
  • Desire to deliver superior client experience.
  • Ability to manage large customers with complex implementations.
  • Technology training experience.
  • Ability to learn and adapt quickly.
  • Strong organizational skills and ability to prioritize tasks.
  • Passion for classic and collector cars.
  • Passion for technology and improving SaaS products.
  • Familiarity with public company requirements, including Sarbanes-Oxley (SOX) regulations, if applicable.

Benefits:

  • Remote work within the United States.
  • Limited business travel (5%).
  • Inclusive automotive community with a shared passion for driving.
  • Commitment to preserving car culture for future generations.
  • Meaningful work and investment in every team member.
  • Comprehensive benefits and perks for eligible jurisdictions (contact recruiting@hagerty.com for details).

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