8h ago

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 the Manager of Customer Success - SMB Retention, you will be responsible for supporting our customer retention function while also furthering the growth of our Customer Success organization.

Reporting to the Senior Manager of Customer Success you will manage a retention team while also working to coordinate, execute, and manage programs to effectively retain customers through positive relationship-building, active listening, strategic problem-solving, and a customer-oriented approach.

We are looking for a strong team player who is highly analytical, dedicated to coaching, has excellent communication skills and is an open-minded and detailed problem solver.

We appreciate a person who will work relentlessly to help us continue to build a world-class Customer Success organization that will be one of the most rewarding opportunities you have in your career.

What You'll Do :

  • Manage the daily operations of the CS SMB Retention function across metric pacing, productivity, and process adherence
  • Develop and maintain insightful reporting to guide decision-making and communicate team progress and attainment to upper management
  • Coach and support skill development regarding customer success attributes, risk mitigation strategies, soft skills, knowledge attainment, and daily workload management techniques
  • Gain a strong understanding of our product mix and how it generates value for our customers
  • Resolve customer escalations by thoroughly investigating issues, developing solutions and managing these situations through resolution
  • Coordinate and collaborate cross-departmentally to identify, develop, and launch process enhancements and departmental initiatives
  • Coach and support the Customer Success team to achieve their highest potential and continue to build world class team members
  • What We're Looking For :

  • 3+ years of experience in leading customer-facing organizations
  • Ability to manage and influence through persuasion, negotiation, and consensus building with both internal and external stakeholders
  • Demonstrated ability to achieve business goals through the management of performance objectives
  • Strong empathy for customers while possessing a deep understanding of revenue and growth in a SaaS business
  • Proven decision-making and problem-solving abilities
  • An enthusiastic, positive, solution-oriented and creative leader with the ability to inspire others
  • Demonstrates a desire for continuous learning and improvement
  • 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.

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