Customer Success Manager

The Customer Success Manager (CSM) will be responsible for building and maintaining strong relationships with our enterprise clients. This role is pivotal in ensuring that our customers achieve their desired outcomes while maximizing the value they get from our solutions. The CSM will serve as a trusted advisor, helping clients to navigate our products and services, and proactively addressing their needs to ensure high levels of customer satisfaction, retention and expansion.

Keeping our customer promise of helping them achieve their desired business outcomes means we take care of their journey with us every step of the way, and the Customer Success Manager owns the primary responsibility for guiding the customer on this journey

This role will perform the Customer Success function by:

• Managing an assigned book of business and ensure high satisfaction, best in class Customer experience and high retention rate.

• Compile, data-mine & deliver Customer & EROAD KPIs during Business Reviews to all named accounts managed Deliver deep product expertise to Customers and develop a deep understanding of Customer’s business practices and operating environment.

• Understand Customer’s technical EROAD solution: solution configurations, integrations, customizations and business processes.

• Build a strong rapport with Customers to ensure a solid and transparent foundation and partnership.

• Be aware and aligned in product updates and new product releases across EROAD solutions, ensuring Customer Success has capability to speak to and technically support new features sets prior to launch.

• Proactively compile and deliver key metrics to assigned accounts, including hardware & platform performance and customer KPIs.

• Develop & document actions, account plans, and drive to completion by leading the effort internally & proactively deliver updates to key stakeholders.

• Work with the Product and Engineering Team to escalate technical issues & Enhancements as needed, ensure customer engagement loop is complete upon resolution.

• Administer, manage, and follow-up on Customer Satisfaction and NPS surveys.

• Track and manage all customer activities and document all outreach and interactions.

• Respond to customer inquiries within agreed Customer specific SLAs.

• Take ownership of customers issues and follow problems through to resolution

• Understands EROAD technology, product offerings and industries served, and able to articulate the value of each.

Requirements:

• 3-5 years’ experience working with Enterprise Accounts in a similar role as a Customer Success Manager, Customer Experience Manager, or Account Manager

• Excellent proactive communicator, both oral and written

• Outcome focused disposition and mentality

• Strong time management and project planning skills

• Able to work with cutting edge technology and assimilate information rapidly

• Ability to thrive in high-performing, fast-paced environment

• Role may require Travel up to 30%.