Customer Success Manager
About The Position
The Customer Success Manager (CSM) supports our market-leading driver safety data and software solutions for commercial fleets. The role’s responsibilities include implementing new customers, resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who is able to earn our clients’ trust. You should also be familiar with the help desk software and CRM systems. Ultimately, you will maintain excellent standards and ensure high customer satisfaction.
Requirements
- 3-5 years experience supporting software and data solutions
- Proven customer account management and support experience and success
- Experience managing customer account retention
- A track record of delivering high quality customer service and support in a customer-focused environment
- Strong phone contact handling skills and active listening
- Excellent communication, presentation, conflict resolution and problem-solving skills
- Strong attention to detail
- Ability to manage a large number of customers and address the specific needs of each
Nice To Haves
- Experience in the commercial fleet market and/or SaaS-based environment is preferred
- Experience with CDL fleets and related tools and reports is preferred
Responsibilities
- Manage customer accounts – maintain and retain customers through proactive service
- Resolve product and customer service problems determining the cause of the problem and offering the best solution to solve the problem
- Lead role in customer implementations of any of the tools in our product suite
- Identify customer needs and help customers use specific features and reports
- Inform customer of new product features and functionalities
- Provide training sessions for new users; whenever adding new products, ensure the customer understands how to use the tools to get their value of return
- Assist with state compliance audits of customers as required
- Follow communication procedures, guidelines, and policies with the customer regarding MVR documents and individual state requirements
- Update our internal CRM database with information about technical issues and discussions with customers
- Gather customer feedback and share with the Product, Sales, and Marketing teams
- Analyse and report product malfunctions to our help desk
- Build sustainable relationships of trust through open and honest communication and going the extra mile to engage the customer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
