Customer Success Manager

Geoforce•Plano, TX

About The Position

Customer Success Managers serve as the central piece in our customer relationships at Geoforce. They are passionate about the customer experience and care deeply about their success, satisfaction and ensures that they are receiving value from our solutions. You are someone who takes a proactive approach to help both the customer and Geoforce win. You look at the big picture and go above and beyond to help manage critical commercial interactions and keep a customer long term. You listen to customer needs and issues and translate those into business objectives and strategies for success. You deliver value across the customer lifecycle and actively seek information about our customers and the markets they serve. You use metrics and create critical relationships. The CSM seeks and identifies opportunities for engagement and works closely with the account owner when needed. Occasional travel to have face-time with customers will be required. Developing working relationships with key contacts is a must, as you will represent the voice of the customer. You will work together with all departments to ensure the customer is getting the most value out of the products and services Geoforce provides. You are always listening for a sales opportunity and you understand how to route them within the organization. You’re not intimidated by new technology, and often find yourself as the internal and external advocate for new processes, systems, and technologies. You have a thirst for knowledge and take initiative to grow your industry expertise without any direction. You do all of this while being positive, energetic, and enthusiastic.

Requirements

Experience: 3+ years in a customer success, account management, or similar role, preferably in SaaS or technology solutions.
Bachelor’s degree or equivalent work experience.
Communication Skills: Exceptional verbal and written communication skills with the ability to simplify complex concepts for diverse audiences.
Technical Acumen: Comfort with software platforms, data analysis, and basic troubleshooting.
Problem-Solving: Strong critical thinking skills and a proactive approach to addressing customer needs.
Organizational Skills: High attention to detail and the ability to manage multiple accounts and priorities effectively in a fast-paced environment.

Nice To Haves

Industry Knowledge: Familiarity with GPS tracking, fleet management, or operations in oil & gas and/or construction is highly preferred. Comfortable working with both small and enterprise level accounts.
Project management skills an asset.

Responsibilities

Customer Onboarding: Work with the Onboarding team to guide new clients through the implementation process, ensuring seamless deployment and a positive experience for the customer.
Relationship Management: Build and maintain strong, trust-based relationships with key stakeholders, acting as their advocate within the company.
Product Knowledge: Serve as a product expert internally and externally
Performance Monitoring: Track and analyze customer usage patterns and KPIs, proactively identifying opportunities for improvement or potential challenges.
Issue Resolution: Serve as the primary point of contact for customer concerns, collaborating with the support and product teams to resolve issues promptly.
Account Growth: Partner with sales to identify upsell and cross-sell opportunities, contributing to revenue growth.
Feedback Collection: Gather customer feedback to inform product development and enhancements, ensuring our solutions continue to meet industry needs.
Industry Expertise: Stay informed on trends and challenges in oil & gas and other relevant industries, providing customers with relevant insights and best practices. Serve as the voice of the customer for the organization.
Data collection: Methodical record keeping in the CRM (Salesforce) and CS Platform (Vitally)
Travel as needed (estimated 5-15 days per year).