Manager of Customer Success
3d 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 a Manager of Customer Success - Commercial, you will report to the Senior Manager, Customer Success, Commercial. You will be responsible for leading a team of Customer Success Managers in our Islamabad offices to achieve their goals aligned to customer satisfaction, retention and growth.

You will work with all members of the Customer Success leadership team along with other departments to ensure that our CSMs are able to help our customers achieve business success through KeepTruckin’s suite of solutions.

What You'll Do :

  • Support in the development of a world class customer success organization at KeepTruckin
  • Manage a team of customer success managers to ensure that as an organization 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 executive business reviews to all of their accounts
  • Coach and lead to driving exceptional customer retention and renewal rates, cross-sell / up-sell opportunities, continued adoption, and happy reference customer
  • Partner with sales to ensure expansion opportunities are identified through customer success qualified leads and closed successfully
  • 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
  • Hire and support in training / onboarding new team members in partnership with the CS Enablement team
  • What We're Looking For :

  • 7+ years of customer-facing experience in consulting, customer success, sales or support roles
  • Ability to influence cross-departmental teams such as 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 prioritisation 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.

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