Customer Success Manager at Black Duck Software, Inc. supporting enterprise software adoption and renewal targets using a digital - first engagement strategy.
About the role
- Enterprise Customer Success Manager focused on strategic account relationships and driving customer value. Revolutionizing fleet management and safety under the Fleetworthy brand.
Responsibilities
- Develops trusted advisor relationships with key Enterprise-level accounts and customer stakeholders.
- Resolves, escalates, and manages the resolution of challenging client requests and/or complex account demands.
- Assesses customer needs, identifies customer requirements, and develops cohesive plans that improve the customer's adoption of the Fleetworthy program to the mutual benefit of the customer and Fleetworthy.
- Evaluates client data such as revenue, violation, bypass and toll usage, to prepare relevant and accurate reports and implement action plans as needed.
- Schedules and prepares regularly occurring customer business reviews to set objectives, provide recommendations for program optimization and identify shortfalls in customer engagement.
- Continually seeks and communicates improvements to enhance customer satisfaction.
- Collaborates with the marketing and sales departments to brainstorm new campaigns and obtain Customer Reviews.
- Solicits customer feedback to inform new concepts for products/services; collaborate with the sales team to find new opportunities for account growth.
- Ensures attainment of both performance and activity-based goals on a quarterly basis and proactively engages resources available to achieve them.
Requirements
- Bachelor's degree in Business, Communications or a related field
- 3+ years in Customer Success, Account Management or in a similar client-facing role; experience managing Enterprise book of business preferred
- Excellent problem solving, strategic thinking and relationship building skills
- Strong written and verbal communication and presentation skills
- Proficient in Microsoft Excel, PowerPoint and Word
- Comfortable working both autonomously and cross-functionally (product, sales, support, marketing) to solve client issues
- Familiarity with CRM systems like Salesforce, Planhat or Gainsight preferred
- Previous experience in the transportation industry is a plus, but not required
Benefits
- We pride ourselves on making a difference, for our employees, clients, and their businesses.
- We accept team members for who they are and what they bring to the table.
- We are proud to build all our relationships based on transparency and trust.
- We are a team of energetic and curious individuals passionate about the work we do every day!
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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