Customer Success Manager

Clever Devices Ltd.•Woodbury, WA

24d

About The Position

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. The Customer Success Manager will apply knowledge, experience, interpersonal skills and administrative techniques to ensure successful delivery of all managed and support services to Clever Devices customers. Their actions ensure customer satisfaction, fulfilment and retention. They advocate on behalf of the customer internally, communicating information and providing operational recommendations to strategic plans/projects. They will work with the operations team to forecast vehicle & solution deployment, develop preventive maintenance plans, prepare and complete action plans; implement changes, customer-service standards; assist to resolve problems; identify service trends and determine system/process improvements. They are also expected to own the communication and management of any service issue or escalation internally and externally.  They are responsible for ensuring timely and efficient service to our customers. This position will be responsible for Clever Devices’s most demanding clients.

Requirements

High level of Customer Success/Service knowledge with the customer facing skills to go along with.
Additionally, should have a good understanding of analytics, reporting, service improvement, and general business acumen is required.

Nice To Haves

Public Transit experience preferred.

Responsibilities

Coordinate and contribute on weekly/monthly/quarterly/annual meetings with customers to present call and incident data, activity, utilization, trends, analysis, health, status, risks, and recommendations
Detailed understanding, reporting on, and delivery to SLA’s and SLO’s
Solicit feedback on customer satisfaction using survey, scorecards, etc.
Ensure all stakeholders are aware of requirements of maintaining high customer satisfaction
Proactive management of operational runbook for assigned accounts
Auditing the performance of the Clever Devices TAC and Field Service for assigned accounts
Review and comment on SOW development for new opportunities
Onboarding of customers to support phase
Ensure customer information accuracy across all platforms and databases
Responsible for conveying customer requirements during creation of new policies and procedures
Tracking, reporting and resolving escalations
Building relationships internally and externally
Organize and manage upgrades and other small, non-deployment customer projects
Planning, drafting, implementing and communicating Continuous Service Improvement plans
Identify and assist in additional end user training and adoption opportunities
Identify new revenue opportunities
Track and manage service renewals
Delivering customer communications and incident reports
Identifying, tracking, reporting and processing Change requests related to service
Uses knowledge of general financial and accounting principles to understand and communicate how decisions affect bottom line for assigned accounts
Work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT etc.
Continuously improve Customer Success Management process and methodologies
In depth understanding of operational service delivery key performance indicators
Strong customer orientation and ability to interface with VP level management in customer environments
Create SOPs for their position
Other duties as assigned