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Customer Success Associate

4 months ago

Washington, United States Trigenx Full time
Job DescriptionJob Description

Hybrid/Remote Position

About the role:

Our Customer Success Associates pick up where our Implementation team leaves off, working closely with our top customers to learn more about their fleet and business model, advising on how to customize our product/service for their needs, and becoming their long-term partner.

Your role will be cross-functional in nature, working alongside and guiding Sales, Support, Sales Engineering and Product, enabling you to experience multiple aspects of a hyper-growth company from within.

You should apply if:

  • You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
  • You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
  • You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams, you are in constant communication and collaboration with key stakeholders to win as a team.
  • You are the architect of your own career: If you put in the work, this role won’t be your last with our company. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
  • You want to be with the best: At our company, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.
In this role, you will: 
  • Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform
  • Compose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business value
  • Orchestrate executive business reviews with our customers’ decision makers and our executive leadership where we look back at past successes and align on upcoming goals
  • Conduct workshops with customers to break down their current operations and recommend workflow changes to get the most out of our products
  • Deeply understand the platform’s capabilities and explain them to businesses of all types - field services, utilities, long-haul transportation, school buses, and many more
  • Serve as a mentor to the wider Customer Success and Support teams
  • Champion, role model, and embed our cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

  • 2-3+ years of experience in a Customer Success, account management, or strategic consulting role. Enterprise SaaS experience preferred
  • This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence
  • Experience assisting or working with technical products
  • Solutions-oriented with strong problem solving skills
  • Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software
  • Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Bachelor’s degree from a 4-year institution

An ideal candidate also has:

  • Has strong bias for action, the ability to think big, with insistence on high standards
  • Has experience serving and partnering with large-scale business solutions at Fortune 500 companies
  • Thrives in an unstructured, fast-paced, and change-heavy environment

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