Client Success Advisor - Westchester - job 1616771

IAA, Inc.

Date: 01/14/2022

City: Westchester, Illinois

Employment type: Full-time


IAA, Inc. is seeking a Client Success Advisor to join our team. This position can be located anywhere in the United States. Occasional travel to a local facility is required.


IAA, certified as a Great Place to Work®, is a leading global marketplace connecting vehicle buyers and sellers. Leveraging new technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged, and low-value vehicles. Headquartered near Chicago in Westchester, Illinois, IAA has nearly 4,000 talented employees and more than 200 facilities throughout the U.S., Canada, and the United Kingdom.


As a Client Success Advisor, this is your chance to work in a very fast-paced environment. To be successful, you will need to be able to pivot quickly between multiple projects and work modes, thrive in a rapidly changing, high-energy, high expectations environment. You will join our team which promotes the operational needs of both our carrier and lender partners using our Loan Payoff product. Product support includes training, collaborating, and resolution and escalation of partner inquiries received through the support system ensuring that the appropriate resources are applied to provide a timely resolution that meets our clients’ needs.


Key Responsibilities:


  • Provide value through creative outreach, training, and strategy sessions

  • Play an advisory role with external processes and workflows

  • Provide a variety of customer support services by email, telephone, video conferencing, or in-person

  • Customer adoption to expand usage within their organization

  • Anticipate and resolve risks and strategically tap into internal resources while maintaining clear alignment on success criteria

  • Manage escalation of complex issues, ensuring that the appropriate resources are applied to provide a timely resolution that meets client needs

  • Prioritization and timely resolution of reported inquiries based on the severity

  • Identify, react, and develop an action plan customized for a client when the account shows signs of potential upcoming churn

  • Facilitating and delivering support assistance

  • User Acceptance Testing of new functionality. Ability to communicate concisely and in a technical matter

  • Analyze client incident usage and make recommendations to reduce support use

  • Creation of Release Communication and Training material

  • Provide recommendations on product and maintenance issues

  • Develop plans for expanded functional usage

  • Provide use case examples for leveraging key product functionality and communicate new feature release

  • Remote position with up to 30% travel


Competencies:


  • Bachelor’s degree (accredited)

  • Ability to work with a large degree of accuracy

  • Ability to communicate with a wide range of all customers

  • Ability to understand and be consistent in efforts to guide clients on the path to success

  • Self-motivated and able to manage difficult analytical projects with limited supervision

  • Able to work in high-pressure situations

  • Proficient with computer and software applications including Microsoft Office

  • Excellent time managing skills


Preferred Skills:


  • 5 years of relevant work experience in a SaaS service industry environment, auction, financial institution, or insurance experience

  • Experience working with Agile methodology



In return for your excellent skills and abilities, we offer a benefits package including: health insurance, 401K, STD/LTD, Life Insurance/Accidental Death, and Dismemberment, paid holidays, and vacations.


IAA is dedicated to providing equal employment opportunities regardless of race, religion, creed, color, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, veteran status, citizenship status, or marital status.


IAA is a drug-free workplace. EEOE


#LI-CA1


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)





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