Sr, Customer Success Manager, Torqata in Huntersville, NC at American Tire Distributors

Date Posted: 1/16/2023

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Job Description

Position Description:

About Torqata

Torqata (TQA) is the essential data & analytics technology connector in the automotive aftermarket industry and is a subsidiary of American Tire Distributors (ATD). Torqata is driving better decisions in the tire automotive aftermarket through customer-centric SaaS solutions, artificial intelligence, machine learning, blockchain, and data optimization across the entire supply chain. Torqata offers a full suite of software and services to future proof our partners in manufacturing, distribution, and retail to solve shared and unique challenges across inventory strategy, insights, and market demand. Our culture is centered on being wholeheartedly committed to our partners, embracing and thriving on meaningful challenges, learning, sharing and growing together and caring for one another.

The Commercialization Team

The Commercialization Team at Torqata is responsible for the go-to-market approach for the digital product offerings that form the core of Torqata’s business, as well as advising our partners on how to solve their operational inefficiencies. Each business development manager within the team is fully accountable for seeking potential customers and converting them to Torqata’s platform, as well as executing adoption to our strategic products.

Job Description  

We are looking for a senior, experienced, customer-centric, energetic, analytical, and highly motivated individual to join our Customer Success Team. The Sr. Customer Success Manager is responsible for cultivating and main- training strong relationships within Torqata’s Tire Manufacturer (OE) customer channel, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong adoption, expansion and growth opportunities and continued renewals. The Sr. Manager of Customer success works closely with our Tire Manufacturer partners alongside the Torqata Product Management, Tech and ATD Sales and merchandising organizations to ensure that we deliver on the promise of our SaaS products to our key manufacturer customers. 

This person must be analytically driven, entrepreneurial, and a creative problem solver who knows how to both lead and execute. Additionally, this individual will be given ample opportunity to place their thumbprint on a growing and evolving Customer Success function. 

Essential Duties & Responsibilities 

  • Serve as a relationship manager, product expert, industry expert and trusted advisor to key customer stakeholders and executive sponsors 

  • Develop customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with Torqata. 

  • Establish deep relationships with new and existing customers, identifying their needs, and delivering solutions to maximize ROI. 

  • Ensure each assigned customer understands the ROI/value that Torqata delivers to their business through conducting virtual and/or in-person periodic business reviews to each assigned customer that aligns with their business goals and objectives 

  • Execute on a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal, and expansion of your customer portfolio 

  • Manage the contract renewal process 

  • Have a strong understanding of best practices relevant to retaining and growing assigned accounts while mitigating churn risk  

  • Build trust and create meaningful relationships among champions and key leaders within each assigned customer. Create processes and build the tools that will enable the Customer Success function to scale with growth  

  • Anticipate, identify, and forecast risk as well as growth opportunities within your assigned business segment 

  • Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors 

  • Be the voice of and advocate for the customer internally, and through heavy interaction with key sales and customer council leadership forums 

  • Use quantitative and qualitative feedback to drive customer experience improvements with leadership teams across the company that enhance the Torqata B2B experience  

  • Become an expert of all Torqata products and services, as well as all Torqata product deployment 

  • Ability to travel up to 30% of the time 


Qualifications Required 

  • 10+ years of experience with prior account management, customer success, consulting experience, preferably within enterprise software or data science 

  • Tire and/or Automotive industry experience is a must, especially Tire & Automotive manufacturing sales or operations experience 

  • Experience with SaaS preferred  

  • Track record of owning customer relationships, overseeing the entire lifecycle of the client, responsible for account retention and growth 

  • Outstanding multi-task management skills across a varied set of responsibilities 

  • Strong communication skills (written, verbal, and presentation) 

  • Proficiency in productivity and customer engagement software suites (MS Office, Salesforce, Churnzero, or similar) 

  • Ability to build credibility and trust by understanding and addressing customer requirements 

  • Effective time management skills, ability to prioritize deliverables 

  • Ability to travel as needed 

  • A consultative approach; the ability to develop rapport and trust with internal teams to achieve broader business objectives and goals 

Candidate Skills and Competencies 


  • "Startup Mentality", passion for bringing something new to life 

  • Excellent interpersonal communication, self-learning, analytical, and problem-solving skills, coupled with the ability to work under pressure and tight deadlines 

  • Be adaptable: able to modify the approach to ever-changing circumstances with a proven ability to prioritize and plan 

  • Be an influencer: you will drive behaviors and results in others at all levels and across the organization regardless of reporting structures 

  • Be collaborative: you will not operate in silos; you will break them down and make connections. Empire building is not your thing 

  • Be a listener: you listen to your customers and to the internal team that you work with. You’re always looking for opportunities to enhance the experience of your customers or for ways to help them 

  • Be creative: you’ll be flexible in your thinking, sometimes following the right process is the answer, and sometimes there just isn’t a process for the scenario 

  • Be empathetic: you can see the customer’s perspective and Torqata’s perspective, you have the ability to create win/win outcomes when these perspectives aren’t aligned 

  • Outstanding written and verbal communication skills for audiences at all levels; you can ex- plain complex issues in simple terms and adapt your tone for different users 

  • Self-starter mentality with the ability to navigate a fast-paced environment 

  • Experience developing and executing a profit driven services line of business 

  • Analytical and process-oriented mindset 

  • Deep understanding of value drivers in both recurring revenue business models, as well as Torqata partner business operations (tire/automotive retailers, manufacturers, distributors) 


Build a challenging and rewarding career with us!

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Job ID: R22806