Sr. Customer Success Manager

Platform Science

1d•$100,000 - $140,000

About The Position

The Senior Customer Success Manager, helps implement, manage and grow the Platform Science relationship at various enterprise level accounts across the country. They engage with all levels of management while fulfilling a trusted advisor role configuring, training, and integrating our products into the customer’s environment. The role requires technical and functional knowledge of Platform Science products and services, as well as the ability to understand the business needs and capabilities of our customers. They serve as a trusted advisor and main point of contact leveraging Platform Science technology to solve business challenges.

Requirements

Bachelor’s degree, preferably in a technical discipline
Must a minimum of 18 months of CSM experience at Platform Science or 3+ years of customer relationship management experience at a technology company providing solutions/services to the Transportation industry
Ability to learn and stay current on the Platform Science product suite and transportation industry direction
Strong knowledge of DOT/FMCSA Regulations
Familiar with Transportation Management System (TMS) products (i.e. TMW, McCleod, ICC, etc.) and route management or distribution software
Demonstrated experience guiding customers with confidence and integrity
Excellent planning, organization, and implementation skills
Strong interest and passion for coaching and mentoring others
Ability to communicate complex ideas effectively to senior leadership, both verbally and in writing
Proven experience of understanding, organizing and facilitating through customer requests and concerns
Accommodate travel up to 50% of the time

Nice To Haves

Proficiency with Salesforce is a plus

Responsibilities

Act as a trusted advisor for assigned customer accounts and main touchpoint with various Platform Science customers throughout the post-sales customer lifecycle.
Responsible for implementation support and long-term account management working across multiple customer teams and with Platform Science Sales, Product Management, Support, and Executive Leadership.
Facilitate Business Reviews (BR’s) with your customers
Own the Sr. Mgmt. level relationships at each assigned customer account
Drive customer adoption of Platform Science solutions while ensuring long-term retention
Work with internal teams sharing customer experiences to help drive product roadmaps
Strong verbal and written communication skills including strong technical skills with experience documenting requirements, issues and outcomes
Mentor and train our top customers with a deep desire to help them reach their business goals
Monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
Identify renewal risk and collaborate with internal teams to remediate and ensure successful renewal
Effectively manage multiple projects and deadlines at the same time
Communicate new solutions and innovation roadmap during Business Reviews with your customers
Increase recurring revenue from your customers (applications, added subscriptions, etc)