Regional Customer Success Manager

1 week ago

Atlanta, United States Michelin Inc Full time
Job DescriptionJob Description

Opportunity:


The Customer Success Manager (CSM) exists to understand the needs of our customer and uses data and analytics to proactively address customer risks and opportunities. They are responsible for platform adoption, ensuring high levels of customer satisfaction and recognition of ROI, which should lead to strong retention and growth opportunities within their book of business. This role will report to the Sr. Manager of Customer Success.

The CSM is focused, available, knowledgeable and able to deploy skills independently of the Sales teams, allowing both activities to retain their integrity and put the customer first.


Additional Responsibilities:


  • Manage the overall customer relationship of a portfolio of key MCF customers, in close alignment with Sales and cultivate meaningful customer intimacy.
  • Be the facilitator of change by helping other teams to embrace a customer-centric focus, and champion the value of Customer Success across MCF.
  • Travel and visit your customers onsite to conduct business reviews and other strategic account projects as needed.
  • Serve as a management representative in customer escalations, looping in other teams and leaders as appropriate.
  • Lead business reviews, in partnership with sales. Lead and reviews account plans, alerts sales of upsell opportunities.
  • Ensure a professional and smooth integration of the MCF products to ensure value realization and successful operations for customers.
  • Help to improve the Customer Success philosophy at MCF by making recommendations and developing playbooks and templates as needed.
  • Provide feedback to the product team as part of a feature request process.
  • Visit customer sites and offsite employees as needed to effectively manage the Customer Success program.
  • Leverage customer relationships to help develop advocacy, references and Marketing stories.
  • Perform to monthly KPIs including GRR, Healthscores, adoption, and engagement.
  • Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently.
  • Provide training as needed for customers.
  • Obtain, collate and present customer feedback and insight on both service and product.
  • Carry out any other duties as designated and deemed reasonable by the Company
  • Understand, demonstrate and adhere to Michelin Connected Fleet values (ICARE)


Expected Outcomes :

  • Improve customer NPS, improve customer retention and reduce churn and contribute to increased ARR (Annual Recurring Revenue), MRR (Monthly Recurring Revenue).


Qualifications, experience and skills:


  • Degree Level education and/or 2+ years relevant business experience (Transportation and Logistics + SaaS + Telematics)


Personal Attributes:

  • High Emotional Intelligence
  • Customer Focused/Empathy
  • Active Listening
  • Critical Thinking
  • Self-Starter
  • Sales Oriented
  • Action Oriented
  • Adaptable


Skills – Must Have


  • Has strong customer facing skills including communication, running meetings, and organizing activities across functions
  • Experience includes 2-4 or more years in customer facing roles (Sales, Customer Success or Account Management)
  • Proven ability to collaborate and build strong relationships from management to technical levels
  • Experienced in the full range of customer management skills including handling difficult situations, listening and replaying what was heard, and synthesizing feedback into business cases
  • Understands how to build relationships with staff at all levels within the customer team to effectively drive improvement and change
  • Demonstrates excellent written and verbal communication skills in emails, phone calls, presentations and internal meetings
  • Able to work across cross-functionally (PS, Support, Escalations, Sales, etc.), without jeopardizing company relationships
  • Demonstrates high emotional IQ, able to understand customer gray areas and work through them
  • Continually looks for ways to improve processes in order to efficiently deliver high-touch customer care
  • Fast-paced, roll up your sleeves attitude and work ethic
  • Respect for Employees, Values aligned to ICARE model – and Michelin Connected Fleet (Respect for Customers, Respect for Facts, Respect for Employees, Respect for the Environment, Respect for Shareholders)

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