About the Job :
As a Customer Success Manager (CSM) in our Upper SMB segment you will report to the Manager, Upper SMB Customer Success and be the face of KeepTruckin for customers with fleets of between 20 and 50 vehicles.
Your responsibility will be to ensure that the customer achieves their agreed on value as promised during the sale. You will be accountable to the customer throughout their entire lifecycle, including owning their subscription renewal, collaborating with the Onboarding Project Manager (OPM) through the rollout and to steer qualified leads to expand each about back to the Account Executive who you will also work closely with.
In addition, you will become a product expert and own the proactive technical level support for each of your accounts.
Own onboarding, adoption, training and development of best practices
Maintain high levels of customer satisfaction and nurture client health
Assist in troubleshooting and solving Tier 2 product support issues
Handle large volume of email, chat, and phone conversations
Own a book of business within existing customers for expansion and renewals
Work with sales team to ensure a seamless handoff
Prepare and educate customers on new features and product releases
Stay up to date on enhancements to products, features, policies, and processes in a rapidly changing environment
Present data-driven Executive Business Reviews to customers over online meeting software
As the voice of the customer, identify trends, needs, or challenges and escalate to appropriate department
Identify and coordinate communications between customers and appropriate internal resources
2+ years prior experience in a customer-facing role
1+ years prior experience as a CSM or equivalent (owning a renewal target)
Excellent written and verbal communication skills
Highly organized with strong time management skills
A natural instinct to empathize with users and understand the most important concerns of their business
Ability to build and maintain relationships with clients and their key personnel
Receptive to feedback, willingness to learn and embrace continuous improvement
Ability to plan ahead and be resourceful
Resilient in capacity to deal with pressure and the demands of the workplace
Greater sense of ownership for the product
Hard-working, humble and collaborative
Experienced in customer-facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities a plus
Sales experience a plus
Experience with Salesforce.com, Gainsight is a plus
Bilingual in English / Spanish is a plus
Familiarity with Salesforce.com, Gainsight, WalkMe, Pendo, Appcues an asset
As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to;
race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.