Customer Success Manager

ORBCOMM

8h • Remote

About The Position

Join our team as a Customer Success Manager and take the lead in driving customer satisfaction and retention. In this pivotal role, you'll build and nurture strong relationships with clients, ensuring they achieve maximum value from our solutions. You'll collaborate with cross-functional teams, develop tailored strategies, and be a trusted advisor to help our customers succeed, all while contributing to our mission of delivering exceptional customer experiences. This role will support our VIACHAIN business within our Transportation segment. 

Why You’ll Love Working Here:    

As a Customer Success Manager at ORBCOMM, you’ll drive customer satisfaction, retention, and growth by proactively managing a portfolio of clients. Working with the Account Team, you'll ensure customers realize the full value of our IoT solutions through onboarding, regularly scheduled account reviews, quarterly business reviews, and ongoing ROI monitoring. If you're passionate about delivering exceptional customer value and fostering long-term relationships, this is the perfect role for you! 

This role will be working remotely in the Western Region of the U.S!

Requirements

• Bachelor’s degree in business, Information Technology, or a related field.
• 5 to 7 years of experience in Customer Success, Account Management, or a similar customer-facing role.
• Initiative-taking approach, capable of working both independently and collaboratively within a team.
• Strong experience collaborating with Customer Support and Activation Services teams to resolve escalated issues and support customer onboarding.
• Experience working in technology, telecommunications, or IoT preferred.
• Proficiency in Salesforce for CRM management and case management.
• Proficiency in Microsoft Office tools (Word, PowerPoint, Excel) for effective customer communication and presentations.
• Excellent communication, problem-solving, critical thinking, and relationship management skills with diverse stakeholders.
• Exceptional organizational skills to manage multiple customer engagements and initiatives.
• Leverage AI-enabled tools and automation to support daily tasks and productivity.
• Commitment to continuous learning in digital and AI literacy.

Nice To Haves

• Experience working in technology, telecommunications, or IoT preferred.

Responsibilities

• Customer Retention & Growth: Drive retention by understanding customer needs, optimizing operations, and expanding adoption of ORBCOMM solutions.
• Customer Experience: Ensure high satisfaction and retention through exceptional service and strong relationships.
• Customer KPIs: Align solutions with customer KPIs to maximize product value and achieve business goals.
• Solution Success & ROI: Integrate ORBCOMM solutions to enhance efficiency and drive measurable results.
• Data Analysis: Provide actionable insights from asset data to drive success.
• Business Reviews: Lead quarterly business reviews to assess performance, discuss roadmaps, and align on goals.
• NPS: Monitor and improve customer satisfaction (NPS)through regularly scheduled account reviews and ROI Delivery.
• Customer Training: Partner with ORBCOMM University to deliver product and software training to ensure customers fully utilize ORBCOMM solutions.

Benefits

• A career with ORBCOMM offers a unique opportunity to grow your skills and expand your expertise in a collaborative, innovative environment.
• Beyond being part of an exceptional team, we provide a competitive, locally relevant benefits package designed to support our employees around the world.
• Benefits vary by location and include health and wellness coverage, paid time off, retirement or savings programs, flexible work arrangements, insurance coverage, lifestyle perks, and access to employee discounts—helping you thrive both professionally and personally.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level