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Senior Customer Success Specialist

2 months ago

Chesterfield, United States Linxup Full time

If you are looking for “the right opportunity” with a fast-growing company, with great people, doing great work, look no further. Linxup develops easy-to-use, location-based software solutions. Key areas of emphasis include GPS fleet management and mobile workforce solutions that serve the needs of thousands of small to mid-sized service companies. We have offices across the country, headquartered in St. Louis, MO. Linxup has made the Inc. 5000, Most Successful Companies in America list three years in a row and was recently recognized as one of St. Louis’ Fastest Growing Companies and Best Places to Work (per the St. Louis Business Journal). Linxup delivers robust, GPS solutions that give businesses the tools they need to improve fleet management, increase mobile worker productivity, and reduce operating costs. We market our services to both businesses and consumers through highly recognized brands such as Linxup and MOTOsafety.

ABOUT THE POSITION

We are currently looking to hire an Enterprise Customer Success Specialist who is focused on building relationships and managing a book of business including some of our largest customers. Our Customer Success team works with our most valued customers to engage them in using the licensed Linxup’s telematics software solutions in their day to day operations of their business. This role partners with our customer success, sales and product teams to deeply understand how each customer is using our solution today, engage and educate the customer by sharing best practices to expand their use, identify opportunities for new solutions, and ensure the customer understands the long term inherent value for our solution. In addition, a primary focus of this role is expanding our reach within those large accounts to ensure Linxup becomes the partner of choice across their larger business. Success is this role is measured through customer engagement, growth and retention, along with the referrals generated from your interactions. If you have the right mindset and skillset to be successful and execute the responsibilities for this role, we would love to hear from you

ESSENTIAL FUNCTIONS – RESPONSIBILITIES

  • Deliver a positive Linxup customer experience for our customers; owning the success of the customer journey through providing timely and appropriate resources and guidance the leads to high level of customer retention
  • Work with clients to establish their personal goals with our solution, and purposely work with them to achieve their goals
  • Strategic examination of your book of business to identify beachhead installations, and where growth and expansion potential may exist
  • Building rapport outside of your main contacts, to understand what other stakeholders may exist, uncover needs of other departments and business units, in order to ultimately expand our business within that customer and establish Linxup as vendor of choice
  • Work to engage all levels of leadership on both Linxup and customer ends in order to gain market share within enterprise customer accounts
  • Manage expectations and deadlines with customers to keep them on track for a successful onboarding experience.
  • Internal and External Advocate: Be our customer’s go-to person and navigate internal processes to provide the best outcome for the client and our market
  • Respond to questions, concerns, and feedback in a positive, empathetic and consultative manner; escalating internally when appropriate
  • Build strong, consultative relationships with our customers, their fleet managers and business owners, to ensure they can confidently use the Linxup platform
  • Establish a high level of personal credibility and build strong relationships to improve customer satisfaction
  • Monitor customer health, usage, and activity to assess risk and apply retention initiatives
  • Recognize trends in the customer life cycle and collaborate with internal teams on solutions to improve the customer experience
  • Establish a trusted/strategic advisor relationship with each assigned client
  • Be comfortable interacting with the customers leveraging all manners of communication, including phone calls, email, social networks, and webinars
  • Work cross functionally to identify cross sell opportunities that lead to new business results
  • Proactively engage with customers to communicate new product features that bring value to their business needs
  • Ask for and leverage client referrals, associations and networking to pass leads to our sales teams
  • Other various tasks and assignments not listed above may be expected in this role
  • Other duties as assigned

QUALIFICATIONS

  • Related Bachelor’s Degree required (Sales, Marketing, Business Administration etc.)
  • A 4+ year work history in Sales and Marketing related roles within a SaaS organization, preferably in customer success or similar roles
  • Genuine passion for creating a positive experience and bringing meaningful value to our customers.
  • Team oriented individual who enjoys collaborating with others
  • Strong ability to effectively manage your time and prioritize across multiple customers and deadlines with the help of a CRM
  • Ability to review customer performance data and trigger customer outreach accordingly
  • Effective and respectful communication on the phone, through email and in person. You can confidently interact with all levels of an external organization.
  • A passion for building business plans, and executing strategic initiatives with your customers
  • Comfortable in a fast-paced technology company, start-up experience is a plus
  • Proven ability to succeed in an ever evolving, metrics-driven environment
  • Previous experience in a role directly managing customer success and onboarding customers into a new solution
  • Strong self-initiative and proactive problem solving

WORK ENVIRONMENT

  • Fast-paced environment with opportunities for growth and reward
  • Company promotes work/life balance to achieve maximum performance professionally and personally

COMPENSATION AND BENEFITS

We value hard work and on-the-job-excellence, so we offer competitive compensation and benefits packages:

  • Position offers a Base Salary
  • Attainable Quota with Full Commission Potential
  • Medical, Dental, Vision, Life and 401(k) benefits are offered
  • FTO (Flex Time Off)