Senior Customer Success Manager

Geoforce•Plano, TX

About The Position

Geoforce, established in 2007, is a leading provider of GPS tracking solutions, managing over 250,000 assets across more than 90 countries. Their platform integrates rugged GPS devices with advanced software, leveraging global satellite and cellular networks to offer businesses visibility and control for optimized operations. The company is rapidly growing, focused on technology innovation and delivering high-value services. Geoforce seeks high-integrity, well-rounded professionals who are challenged by technology, passionate, proud, and willing to be hands-on. The Senior Customer Success Manager is a pivotal role in Geoforce's customer relationships, dedicated to ensuring customer success, satisfaction, and value from the company's solutions. This role requires a proactive individual who manages critical commercial interactions to foster long-term customer relationships. The CSM translates customer needs and issues into business objectives and strategies, delivering value throughout the customer lifecycle and building key relationships. They actively seek information about customers and their markets, using metrics to drive success. The CSM identifies engagement opportunities, collaborates with account owners, and travels occasionally for customer face-time. They act as the voice of the customer, working across departments to maximize product and service value. Additionally, the CSM is expected to identify sales opportunities, advocate for new technologies and processes, and independently expand their industry expertise, all while maintaining a positive and energetic demeanor.

Requirements

5+ years in a customer success, account management, or similar role, preferably in SaaS or technology solutions.
Bachelor’s degree or equivalent work experience.
Exceptional verbal and written communication skills with the ability to simplify complex concepts for diverse audiences.
Comfort with software platforms, data analysis, and basic troubleshooting.
Strong critical thinking skills and a proactive approach to addressing customer needs.
High attention to detail and the ability to manage multiple accounts and priorities effectively in a fast-paced environment.

Nice To Haves

Familiarity with GPS tracking, fleet management, or operations in oil & gas and/or construction is highly preferred.
Comfortable working with both small and enterprise-level accounts.
Project management skills an asset.

Responsibilities

Work with the Onboarding team to guide new clients through the implementation process, ensuring seamless deployment and a positive experience for the customer.
Build and maintain strong, trust-based relationships with key stakeholders, acting as their advocate within the company.
Serve as a product expert internally and externally.
Track and analyze customer usage patterns and KPIs, proactively identifying opportunities for improvement or potential challenges.
Serve as the primary point of contact for customer concerns, collaborating with the support and product teams to resolve issues promptly.
Partner with sales to identify upsell and cross-sell opportunities, contributing to revenue growth.
Gather customer feedback to inform product development and enhancements, ensuring our solutions continue to meet industry needs.
Stay informed on trends and challenges in oil & gas and other relevant industries, providing customers with relevant insights and best practices. Serve as the voice of the customer for the organization.
Methodical record keeping in the CRM (Salesforce) and CS Platform (Vitally).
Travel as needed (estimated 5-15 days per year).