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 are a Forbes Cloud 100 company and we’ve been recognized by Glassdoor as a Best Place to Work in 2019. We’re on the hunt to find talented individuals to join our growing team.
About the Job :
The Customer Success Associate will drive adoption, and identify growth opportunities across our customer base to ensure satisfaction, successful product use, and customer retention.
This role will be all about customer relationships, retention, and optimization. A Customer Success Associate will focus primarily on driving the value creation and execution of the retention strategy to ensure adoption, integration and expansion of our solutions into the daily workflow of our customers and end-users.
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.
Will be responsible for communicating directly with current and former clients, and assisting them with questions, concerns that they might have.
This role is very heavy with retention and problem-solving.
Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal.
Responsible to negotiate agreement terms, potential upgrades and make appropriate offers regarding account cancellations and / or transfer requests.
Work within guidelines and perimeters of department process in order to retain customers.
Effectively overcome customer reluctance.
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
Follow guidelines for quality standards established by management and ensure that retention saves are done with integrity
2+ years prior experience in a customer facing role (sales, collections 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
Proactive and positive attitude that has a "Whatever it Takes" approach to increase customer satisfaction and deepen relationships
Fluent in spoken and written English skills
Prior experience in account management and customer retention is a plus
Prior experience in trucking or logistics industries is a plus
Prior experience in a corporate environment