PO
PointrCustomer Success Lead
Lead Customer Success for Pointr's innovative indoor mapping solutions. Drive client satisfaction and team performance by shaping success strategies across multiple accounts and industries.
About the role
- Drive customer retention and growth by understanding customer needs, optimizing operations, and expanding adoption of ORBCOMM solutions.
- Ensure high satisfaction and retention through exceptional service and strong relationships.
- Align solutions with customer KPIs to maximize product value and achieve business goals.
- Integrate ORBCOMM solutions to enhance efficiency and drive measurable results (Solution Success & ROI).
- Manage case prioritization and escalations; collaborate with support teams to resolve critical issues.
- Provide actionable insights from asset data to drive success (Asset Health Analysis).
- Lead semi-annual business reviews to assess performance, discuss roadmaps, and align on goals.
- Monitor and improve customer satisfaction (NPS) and case health.
- Deliver product and software training to ensure customers fully utilize ORBCOMM solutions.
- Oversee add-on orders and ensure smooth onboarding of new devices.
- Coordinate RMA (repair and replacement) escalations to ensure quick turnaround.
- Collaborate with cross-functional teams and support the Truckload portfolio within the Transportation Line of Business.
Requirements
- Bachelor’s degree in business, Information Technology, or a related field.
- 5 to 7 years of experience in Customer Success, Account Management, or a similar customer-facing role.
- Initiative-taking approach; capable of working both independently and collaboratively.
- Strong experience collaborating with Customer Support and Activation Services teams to resolve escalated issues and support customer onboarding.
- Experience working in technology, telecommunications, or IoT preferred.
- Proficiency in Salesforce for CRM management and case management.
- Proficiency in Microsoft Office tools (Word, PowerPoint, Excel).
- Excellent communication, problem-solving, critical thinking, and relationship management skills with diverse stakeholders.
- Exceptional organizational skills to manage multiple customer engagements and initiatives.
- Periodic travel availability (estimated at 20-30%) to customer sites, events, and ORBCOMM offices; ability to conduct on-site visits, training, and implementation support.
Benefits
- Flexible hybrid work schedule, engaging in-person collaboration at our Hyderabad office while also enjoying the autonomy and comfort of remote work.
- Commitment to building a diverse and inclusive workplace and appreciation for applicants from all backgrounds.
- Accessibility accommodations for individuals with disabilities available upon request throughout the selection process.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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