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Head of Customer Success

4 months ago

Sterling, United States ORBCOMM Full time
Job DescriptionJob DescriptionA little bit about the role:

ORBCOMM is looking for a Head of Customer Success that will be at the forefront of ensuring that our customers achieve their business objectives through our hardware, software, and managed services. This role requires a strategic leader with a proven track record in building, managing, and scaling customer success teams to drive significant value for our customers and ORBCOMM. The Head of Customer Success will be pivotal in leading a team dedicated to providing exceptional customer service, support, and success strategies. If you are passionate about solving complex problems and aren't afraid to jump in with two feet, this could be the role for you This role will be based in Sterling, VA and will report to our Chief Revenue Officer.


Roles and Responsibilities:

  • Lead and manage the customer success team while fostering a culture of excellence and continuous improvement.
  • Design and implement the onboarding process, ensuring customers experience quick value realization, identify upsell opportunities and receive ongoing support at every step of the journey.
  • Develop, implement, and lead customer success strategies to increase customer retention and reduce churn.
  • Analyze customer feedback and market trends to identify opportunities for service enhancements and new feature development.
  • Collaborate with the sales, marketing, product, and operations teams to ensure a cohesive customer journey that aligns with our company objectives.
  • Report performance, customer health, and retention forecasting to the ELT on a weekly basis and to the board on a monthly/quarterly basis.
  • Work directly with the CRO on strategic customer accounts.
  • Design and implement training programs and educational material with the learning and development team to help customers understand and effectively use our products.
  • Drive customer advocacy by identifying opportunities for case studies, testimonials, and referrals.

Desired Qualifications and Experience:

  • 5+ years of experience in customer success with at least 7-10+ years in a leadership role with proven success in improving net and gross retention and customer health.
  • Bachelor’s degree in Business, Marketing, or a related field; a Master’s degree is a plus.
  • Problem-solver, with the ability to navigate complex challenges, streamline customer success operations, and implement strategic solutions that drive tangible results.
  • A driven leader who's not afraid to roll up their sleeves and jump on an account to support your team.
  • Strategic thinker with proven ability to develop and maintain customer relationships, gain insights from customer interactions and data translating them into actionable growth strategies for both the customer success team and the product roadmap.
  • Experience designing and implementing customer success programs with focus on onboarding, anticipating customer problems, retention and reducing churn.
  • Exceptional interpersonal and communication skills, with a knack for building trust and strong relationships with customers and team members.
  • Experience with CRM systems, customer success software, and data analytics.
  • Ability to work in a fast-paced, evolving environment and adapt to changing customer and business requirements.

About ORBCOMM Inc.

ORBCOMM is a pioneer in IoT technology, empowering customers with insight to make data-driven decisions that help them optimize their operations, maximize profitability, and build a more sustainable future. With 30 years of experience and the most comprehensive solution portfolio in the industry, ORBCOMM enables the management of over a million assets worldwide for a diverse customer base spanning transportation, supply chain, heavy equipment, maritime, natural resources, and government. For more information about how ORBCOMM is driving the evolution of industry through the power of data, visit www.orbcomm.com.

Interested?

At ORBCOMM, we believe that our people are our strength. Our success stems from our ability to attract and retain the best people who deliver a high level of performance and skill.

If you are looking for a significant career opportunity and the chance to work for an established, successful, and high growth company, ORBCOMM is the ideal place for you.

We are committed to employment equity. ORBCOMM would like to thank all applicants in advance and advise them that only candidates selected for an interview will be contacted.

ORBCOMM is committed to providing accommodations for persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.