Customer Success Associate
1d 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 :

CS SMB Retention is responsible for relationship building with KeepTruckin customers. This position coordinates, executes, and manages programs built to effectively retain customers through positive relationship-building, listening to concerns / addressing issues and educating customers on the value of our products.

A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone that is highly organized, has excellent communication skills and demonstrates good judgment.

What You'll Do :

  • Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal
  • Handle large volume of phone conversations and email inquiries
  • Maximize customer lifetime value and minimize churn risk while increasing overall customer satisfaction and identifying up-sell opportunities
  • Build quick rapport with customers and apply both persuasive rebuttal skills and problem solving strategies while providing solutions
  • Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations
  • What We're Looking For :

  • 2+ years prior experience in a customer facing role (sales and / or support)
  • Strong ability to build and maintain customer relationships
  • Effective listening and problem-solving skills
  • Excellent communication (both written and verbal) and presentation skills
  • Proven ability to manage multiple responsibilities with a high attention to detail and professionalism
  • 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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