Customer Success Manager (Southeastern)

Routeware, Inc.

1d • Remote

About The Position

As a Customer Success Professional, you will help municipalities and haulers leverage digital communication and fleet management software, as well as hardware solutions to better their solid waste management operations. Leveraging a best practice model, you will guide customers along their journey to be successful in their goals, ensure they renew their subscriptions, and grow their product portfolio. You will: Take ownership of ~100 customers assigned to you and are ultimately responsible for their success, and therefore renewal. Understand your customers’ needs, capabilities, and waste management strategy, to help them achieve their goals Consult with customers on best practices throughout their journey with Routeware. Recommend promotion tactics, training, and feature utilization to ensure they get the most out of their solutions. Set benchmarks and customer expectations based on real customer data. Be equipped with a library of resources, success stories, KPIs, and coaching. Analyze data and usage to make additional product and/or waste program recommendations. Motivate customers to implement your recommendations, by leveraging other customer stories. Provide value to both customers and end-users with modern waste management solutions. Within Routeware, you will be the voice of the customer, working closely with Sales, Customer Support, Field Reps, and our Product team helping to steer future products. You will be successful in this role if you can do a variety of work, like motivating customers to progress along a journey, setting goals and benchmarks, identifying ways to prove value, and sparking opportunities for growth. Ultimately, you’ll be working to ensure municipalities and haulers use their Routeware products to their fullest potential to make educated decisions on waste program improvements. The best part is, our Customers LOVE our products and our company!

Requirements

• Great communication skills (written, verbal, instructional)
• Relationship building skills
• Keen project management skills
• Strong multi-tasking skills
• Confidence to be a trusted advisor
• Ability to interpret metrics and make recommendations for improvement
• A desire for others to succeed
• Experience in a SaaS industry
• understand how to keep yourself productive, happy and healthy while working from your home-office or co-working space.
• care about a greener planet.

Nice To Haves

• Prior Customer Success experience is preferred
• Knowledge of waste management industry practices (collection systems, diversion programs, etc.) is desired

Responsibilities

• Take ownership of ~100 customers assigned to you and are ultimately responsible for their success, and therefore renewal.
• Understand your customers’ needs, capabilities, and waste management strategy, to help them achieve their goals
• Consult with customers on best practices throughout their journey with Routeware. Recommend promotion tactics, training, and feature utilization to ensure they get the most out of their solutions.
• Set benchmarks and customer expectations based on real customer data.
• Be equipped with a library of resources, success stories, KPIs, and coaching.
• Analyze data and usage to make additional product and/or waste program recommendations.
• Motivate customers to implement your recommendations, by leveraging other customer stories.
• Provide value to both customers and end-users with modern waste management solutions.
• Working closely with Sales, Customer Support, Field Reps, and our Product team helping to steer future products.

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• 1 Volunteer day
• Summer Friday's

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees