Customer Success Manager - Vallejo - Kindred Motorworks

    Kindred Motorworks
    Kindred Motorworks Vallejo

    2 days ago

    Manufacturing / Mechanical
    Description

    Company Overview

    Kindred Motorworks is a team of technicians, engineers, designers, marketers, veterans, athletes, students, and lifelong car enthusiasts—all united by a love for craftsmanship and motion. We're just as drawn to the scent of gasoline as we are to the instant torque of electric power. Every curve of chrome, stitch of leather, and hum of an engine reminds us that cars are more than machines—they're art in motion. We believe vintage cars belong on the road, not in a museum, and that technology can make restoration smarter, safer, and more sustainable. Our team exists to keep the soul of classic driving alive—one beautifully reimagined vehicle at a time.

    We strive to create a meaningful workplace at Kindred, which means something different for each of our team members. For some, it's getting these immortal vehicles on the road. For many at Kindred, it's the inclusive culture and diverse work environment we've created. Our cars create joyful experiences for our customers and immense pride for our team. If you can match our passion, values, and work ethic, we want you

    Position Summary

    The Customer Success Manager will report to the COO and be responsible managing the post-sale customer experience, ensuring that all Kindred customers have a trusted contact to answer questions and to facilitate the resolution of any issues. This includes managing the customer delivery experience, coordinating the service and maintenance of all Kindred vehicles, and working with/managing a network of service partners. This is a great opportunity to define the post-sales customer experience here at Kindred.

    The ideal candidate will have proven experience setting up/managing a customer service infrastructure to deliver best in class customer experience. The right person should also be comfortable working independently, making decisions, and optimizing processes for efficiency and accuracy.

    Essential Duties and Responsibilities

    The essential functions include, but are not limited to the following:

    • Direct line of contact for our customers to handle vehicle delivery, scheduled maintenance, and resolution of unexpected service issues
    • Coordinates issue resolution in partnership with our in-house service team, third-party service locations, and dealers
    • Coordinates a fun, easy, and professional vehicle delivery experience and transition of ownership – Vehicle Prep/Shipping/Delivery/DMV Paperwork
    • Define and implement the optimal post-sales customer experience
    • Ensure that we have the right people, systems, and processes in place to quickly respond to and resolve all service issues
    • Ensure that we have professional service partners in key markets
    • Ensure that we have the right technology/tools in place to efficiently manage service – CRM, phone, email, web, apps, etc.
    • Hire, train, and develop a team as we grow

    Minimum Qualifications (Knowledge, Skills, and Abilities)

    • 5+ years of proven experience managing the customer experience – preferably for high end/luxury goods
    • Experience managing a 3rd party service network
    • Strong project management and leadership skills – Must be willing and able to coordinate cross-functionally and work with a network of service partners
    • Comfortable with ambiguity - We are doing something new and innovative so you will need to be a hands-on problem solver
    • Sound judgement
    • Enjoys putting structure and processes in place
    • Clear communicator – Strong written and verbal skills
    • Detail oriented, positive attitude, and a sense of humor
    • Neat and organized

    Desired Skills

    • Automotive experience – Industry experience or equivalent preferred
    • Passion for automotive restoration and modification
    • Understanding of vehicle service and how mechanic shops operate

    Physical Demands and Work Environment

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

    You will spend time in a working facility, particularly as we build out our processes. Walking, sitting, standing, bending, and stooping. Lifting, carrying, or pushing/pulling supplies, materials, equipment and/or items weighing up to 75 pounds. The noise level in the work environment is usually moderate but at times requires ear plugs and/or the use of eye protection.

    The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

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