Who We Are :
KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility.
We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives.
KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.
About the Role :
As a Lead, Customer Success - Commercial, you will report to the Manager, Mid-Market Onboarding Project Management. You will be responsible for leading a team of Onboarding Project Managers in our Islamabad and Lahore offices to achieve their goals aligned to customer satisfaction, utilization and value delivery.
You will work with all members of the Customer Success leadership team along with other departments to ensure that our OPMs are able to help our customers achieve business success as quickly as possible through KeepTruckin’s suite of solutions.
What You'll Do :
Support in the development of a world class customer success organisation at KeepTruckin
Lead a team of onboarding project managers to ensure that as an organisation we deliver on the value that was promised to our customers at their time of sale
Support your team to deliver engaging data-driven and professional kick off calls and trainings to all of their accounts
Coach and lead to driving exceptional utilization rates, continued adoption, and life-long happy customers
Partner with sales and csm teams alike, to ensure that account transitions are smooth and every customer is handled with care
Review and provide feedback around the effectiveness of programs through metrics, dashboard, and regular analysis of our systems and processes
Support and assist in resolving customer escalations, including participating in customer communication, developing a strategic solution and working collectively with other departments to ensure customer satisfaction
What We're Looking For :
5+ years of customer-facing experience in consulting, customer success, sales or support roles
2+ years of experience in management, leadership role or currently working as a lead or manager role
Ability to influence Product, Support, Sales and BizOps teams to get things done for our customers
Comfortable in a fast-paced environment that requires strong time-management and prioritization skills and is receptive to feedback, willingness to learn and embrace continuous improvement
Professional client-facing skills including but not limited to strong presentation abilities, thoughtful question asking and negotiation abilities when needed
Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.