What are the responsibilities and job description for the Customer Success Manager position at MSX International?
Company Description
MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
Job Description
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.
Qualifications
Requirements
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.
MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
Job Description
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.
Qualifications
Requirements
- High school diploma or equivalent; Bachelor’s degree preferred.
- 3 or more years of experience in automotive service operations, specifically within Mobile Service, fixed operations, or dealership performance management.
- Proven experience launching and supporting automotive software or DMS-integrated tools.
- Strong technical aptitude with the ability to troubleshoot software and explain complex workflows to non-technical users.
- Excellent communication and "soft skills" with the ability to influence and coach dealership leadership.
- Ability to work effectively in a 100% remote environment, maintaining high productivity and responsiveness.
- Proficiency with Microsoft Office Suite and virtual meeting platforms (e.g., Teams, Zoom).
- Prior experience working with or managing a BDC (Business Development Center).
- Deep understanding of dealership service scheduling, technician routing, and mobile repair workflows.
- Self-motivated with exceptional organizational skills and the ability to manage multiple dealership accounts simultaneously.
- Analytical mindset capable of translating performance data into actionable growth strategies.
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.