Customer Success Manager

Orbcomm Inc•Sterling, VA

63d•Hybrid

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 Maritime and APAC customer portfolio within our Transportation Line of Business. As a Customer Success Manager at ORBCOMM, you'll drive customer satisfaction, retention, and growth by proactively managing a portfolio of clients. Working either with a Business Development Manager or independently, you'll ensure customers realize the full value of our IoT solutions through onboarding, business reviews, and ongoing asset health monitoring. If you're passionate about delivering exceptional customer value and fostering long-term relationships, this is the perfect role for you! This position offers a hybrid work option for candidates in or near Sterling, VA, or the flexibility to work fully remotely from anywhere in 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.
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.
Be prepared for periodic travel (estimated at 20-30%) to customer sites, industry events, and ORBCOMM offices as needed to support customer success initiatives and maintain strong customer relationships.
Conduct on-site visits to understand customer needs, provide training, and ensure the successful implementation of ORBCOMM solutions.

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.
Escalation Management: Manage case prioritization, customer remediation, and collaborate with support teams to resolve critical issues.
Asset Health Analysis: Provide actionable insights from asset data to drive success.
Business Reviews: Lead semi-annual reviews to assess performance, discuss roadmaps, and align on goals.
NPS & Case Health: Monitor and improve customer satisfaction (NPS) and case management.
Customer Training: Deliver product and software training to ensure customers fully utilize ORBCOMM solutions.
Add-On Orders & Onboarding: Oversee incremental orders and ensure smooth onboarding of new devices.
RMA Coordination: Manage product repair and replacement escalations to ensure quick turnaround.