Customer Success Director managing the SalesCloser.ai Customer Success Team in Vancouver. Responsible for customer lifecycle, KPI management, team leadership, and cross - functional collaboration.
About the role
- Senior Strategic Success Manager managing customer value by aligning technology with business objectives. Leading project plans and customer relationships in the Transportation industry.
Responsibilities
- Create and execute project plans/Action Logs for each customer to get value from our system, including the development of weekly status reports and the facilitation of task/action lists to hold all parties accountable.
- Conduct regular conference calls to set expectations and ensure all departments including Integration, Technical Support, Technical Trainers, and internal Management complete tasks as described in the project plan.
- Act as a subject matter expert on all tools and applications, effectively assist customers on web-based interfaces and value-added services
- Manage the customer relationship from onboarding through long-term retention, ensuring customers are satisfied enough to provide testimonials and serve as brand advocates.
- Proactively communicate and resolve integration issues and technical roadblocks by working directly with customer resources and internal tech teams.
- Facilitate Business Reviews (BR’s) with your customers, 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
- Proactively monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
Requirements
- Bachelor’s degree, preferably in a technical discipline
- 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, McLeod, ICC, etc.) and route management or distribution software
- Demonstrated experience guiding customers with confidence and integrity
- Excellent planning, organization, and implementation skills
- 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
- Proficiency with Salesforce is a plus
- Proficiency with Totango is a plus
Benefits
- Medical, dental, and vision insurance
- Short-term and long-term disability insurances
- AD&D and life insurance
- 401k plan
- Paid vacation, sick leave and holidays
- Six weeks of paid parental leave
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