Key Responsibilities
- Lead and manage the end-to-end customer onboarding process to ensure a seamless transition for new clients. This includes coordinating with internal teams, providing initial training and documentation, and setting clear expectations for ongoing support.
- Develop and deliver training materials and sessions to help customers effectively utilize HONK's platform and services. This includes creating documentation, FAQs, and conducting live training sessions, both in-person and virtually.
- Partner with our Customer Success and Sales teams to identify opportunities to increase HONK’s value to strategic customers and create a world-class customer experience
- Build working knowledge of customers’ complex workflows and ecosystems to design proactive/tailored solutions
- Host regular sessions with customer contacts to provide hands-on support for HONK challenges
- Review support cases to identify trends and present holistic solutions
- Complete in-depth reviews of customers’ implementations to offer insights and strategic recommendations for future improvements
- Provide at-the-ready support for customers’ critical events, such as major releases or seasonal launches
- Manage escalations with the Engineering team, serving as the customer’s advocate and liaison
- Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap
What You'll Bring
- You have 5+ years of experience in a support, technical account management, or consulting role in a SaaS environment, ideally in the automotive industry or roadside assistance space
- You have a keen technical mind and are comfortable discussing how customers can leverage APIs or custom code
- You demonstrate excellent communication skills, and are equally comfortable presenting to individual contributor stakeholders and Director+ level decision makers
- You are passionate about creating unique solutions to complex business problems
- You have a history of managing multiple assignments simultaneously, and can work independently to drive projects to completion with a high level of attention to detail
- You have experience supporting critical processes for major Enterprise customers
- You have a proactive, empathetic, and consultative partnership style
Top Skills
What We Do
HONK, a flexible on-demand mobility platform, helps top insurers, fleets, automotive OEMs, and used-car retailers deliver modern, digital roadside customer experiences and meet scalable same-day vehicle transport demands.
HONK delivers results for your business:
HONK’s transparent platform, expansive nationwide partner network of over 75,000 service vehicles, and fully managed contact center delivers results:
> 50% reduction in service wait times
> Double digit increases in NPS and Customer Satisfaction scores
> 100-200% increases in automation and STP(straight through processing)
> Saving hundreds of thousands in operational costs for clients
With HONK, businesses increase efficiencies through advanced digital tools, customizable integrations, and HONK’s high-performing service provider network to build brand-defining retention and loyalty engines.
HONK's digital-first, modular approach is designed to optimize:
> Roadside assistance programs
> Auto claims processing
> Accident scene management
> Fleet maintenance
> Vehicle logistics and transport
Through a data-first approach, we collect and dissect real-time, granular metrics to continuously build innovative products that solve operational inefficiencies, promote brand loyalty and improve customer retention for our clients.
Headquartered in Los Angeles, CA. HONK has helped millions of customers get back on the road safely since 2014.
––––> For more information on how HONK can help your business, visit www.honkforhelp.com/industry-solutions
––––> For information on becoming a HONK Service Provider Partner, visit www.joinhonk.com.
––––> For motorists who need immediate roadside assistance, visit www.honkforhelp.com.
