Client Implementation & Support Specialist (10 AM - 6 PM PST) (12-month contract)

About Droptop:

At Droptop, we're changing the oil change and automotive preventative maintenance industry with our cutting-edge software solutions. Founded with a mission to simplify the way automotive service centers operate, our cloud-based platform is the backbone of hundreds of efficient businesses. As a rapidly growing company, we're on the lookout for individuals who are passionate about making a tangible impact in the automotive service sector, are eager to grow with us, and are committed to excellence in everything they do.

Job Summary

We are seeking a Client Implementation & Support Specialist who is enthusiastic about delivering exceptional client onboarding experiences and driving customer success. This role will play a pivotal role in ensuring our clients are fully equipped to utilize our software to its fullest potential from day one.

Responsibilities

Client Onboarding (50%):

● Be the primary contact for welcoming and onboarding new clients, ensuring a smooth transition and understanding of our software during the customer’s first 60 days.

● Train and assist clients on configuring their business with our platform while also facilitating the migration of data from old platforms.

● Collaborate closely with internal sales and technology teams to exceed client expectations.

Customer Support (40%):

● Provide timely and proactive support to clients, addressing any inquiries or concerns they may have during the onboarding process.

● Ensure client satisfaction by effectively resolving issues and facilitating a positive experience with our platform and services.

● Communicate feedback and insights from customer interactions to the internal team to help improve our products and services.

Beyond the Day-to-Day (10%):

● Maintain and update internal documentation as processes and features change.

● Participate in feature testing and share feedback with the development team.

● Support ongoing knowledge base improvements.

● Take on special projects as business needs arise.

Qualifications:

● Bachelor’s Degree in Business Administration, Communications or related field

● 3 years of experience in client onboarding, account management, or similar roles.

● Proficiency with CRM tools (ActiveCampaign preferred)

● Exceptional communication skills, both verbal and written.

● A proactive approach to client service and a knack for problem-solving.

● Proficient in Zoom & MS Suite

● Technical background or familiarity with B2B SaaS software/web development processes is an asset.

● Experience in the automotive service industry is an asset.

Work Environment

● Innovation Encouragement: A culture that values new ideas and supports initiatives to innovate and improve.

● Remote Work: Remote work with occasional visits to our headquarters for meetings and events.

● Standard working hours are 10:00 AM - 6:00 PM PST, Monday through Friday.

● This role also includes rotating weekend coverage approximately once per month.

Compensation

$55,000 - $65,000 CAD annually, based on experience and qualifications.

Ready to Drive Change?

If you’re passionate about making a difference in the automotive service industry and want to be part of a team that values innovation, customer success, and personal growth, apply to join Droptop today!