Customer Success Manager

Trio Mobil • Yakima, WA

6d

About The Position

As a Customer Success Manager (CSM) at Trio Mobil, you will play a pivotal role in ensuring our customers achieve their safety goals and derive maximum value from our platform and services. You will be responsible for driving the adoption and utilization of advanced technology solutions and services across multiple sites, ensuring premium customer satisfaction and value realization. You’ll act as a trusted advisor by proactively engaging champions, delivering clear value, and collaborating on future roadmap plans. Success in this role requires grit and drive - meaning the energy and determination to own tasks, follow through on commitments, and push through challenges to deliver results - along with the ability to align internal teams to achieve customer outcomes.

Requirements

• 3+ years of experience in operational safety or plant operations, or a related role in Software, SaaS, or MDR services
• Strong understanding of OSHA guidelines and industrial safety
• Able, willing, and excited to visit and maneuver through large industrial plants
• Proficiency with Microsoft Word, Excel, PowerPoint, etc.
• Advanced analytical and critical thinking skills, with the ability to develop creative solutions and drive complex projects informed by current business trends
• Proven ability to manage customer relationships, drive adoption, and ensure customer satisfaction.
• Strong problem-solving and analytical skills to identify customer pain points and deliver solutions
• Excellent communication and presentation skills, with the ability to convey complex safety concepts in an easy-to-understand manner
• Highly organized with strong project management capabilities.
• Ability to work independently while collaborating effectively with internal teams.
• Passion for helping customers succeed and a proactive approach to relationship management
• Demonstrated ability to communicate, present, and effectively influence at all levels
• This role requires up to 50% travel, primarily by air, as our customers are located throughout the United States
• Valid Passport as some international travel may be required

Responsibilities

• Communicate directly with customers to ensure they are receiving the tools and support needed to achieve their goals
• Develop and implement strategies to drive successful adoption and utilization of technology solutions and services, ensuring maximum value realization for customers
• Working with the assigned NAM, co-own the customer relationship post-sale, driving engagement, retention, and expansion opportunities
• Manage onboarding of Proof of Value engagements with new customers including the ability to oversee and coordinate resources across delivery, technical support, and external partners to ensure seamless execution and customer satisfaction
• Coordinate resources to ensure contract deliverables are met
• Educate customers on best practices, new features, and enhancements to maximize their safety outcomes
• Develop an in-depth understanding of the customer’s needs
• Be the voice of the customer, advocating for their needs
• Set the customer success strategy and collaborate across the organization to ensure continual alignment between sales, technical, engineering, support and field teams
• Responsible for tracking customer satisfaction
• Host periodic business reviews with customers
• Drive product adoption and autonomy through coaching and training
• Embrace the culture of data driven decision making

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed