Client Success Manager

About SNO-GO:

Why choose between skiing and biking when you can do both? Sno-Go is the #1 alternative to skiing and snowboarding, a ski-bike mashup that turns every snowy slope into a brand-new adventure. As our Customer Success Manager, you'll be the go-to person for customers, dealers, and resorts, making sure every question gets a fast, friendly answer and every rider stays stoked.

Areas of Focus:

Customer Service

• Serve as the main point of contact for customers, dealers, and resorts.
• Respond to all inquiries in a timely, professional, and empathetic way.
• Collaborate with sales teams to ensure seamless customer experience across all touchpoints.

Parts Management

• Coordinate the ordering, shipping, and tracking of replacement parts for warranty and service claims
• Monitor warranty parts inventory, ensuring stock accuracy and timeline replenishment
• Work with suppliers and logistics teams to manage defective returns, replacements and credits
• Organize and create an efficient parts inventory management system

Warranty Management

• Oversee and manage all warranty claims from submission through resolution
• Review, validate, and approve claims according to company policies and manufacturer guidelines
• Identify patterns or recurring product issues and communicate findings to the product & quality team.

Reporting and Process Improvement

• Track key warranty metrics such as claim volume, resolution time, cost, and customer satisfaction.
• Recommend improvements to warranty and parts workflows to increase efficiency and reduce costs
• Prepare regular reports and updates for leadership regarding trends and performance.

Team Member Qualifications

• 1+ year of Sno-Go or ski bike experience
• 1+ years technical experience maintaining and repairing Sno-Gos
• 1+ Years working with customers/guests
• Experience with inventory management systems
• Proven independent problem-solving skills
• Ability to troubleshoot mechanical issues and resolve in a timely manner
• Familiarity with Shopify or other e-commerce platforms
• Resort Account Management a plus
• Empathetic listener who can manage difficult conversation professionally and constructively
• Skilled at delivering product training and being a subject matter expert on the product
• Roll-up sleeves attitude with a hands-on approach to the work
• Comfortable in a constantly changing dynamic environment
• Ability to work independently with little direction