Customer Success Manager

5 months ago

Los Angeles, United States Northern Impact Full time
Overview

Global leader in Construction Equipment Market intelligence is actively seeking a Customer Success Manager to join their team

This organization is an industry-leading B2B SaaS/DaaS solution provider to companies in the industrial equipment space. This company tracks over $100 billion of assets and over $55 billion in rental and sale transactions annually. They leverage this data to deliver insights to clients to support decision-making around asset management, disposition, and deployment. Clients range in size from small businesses to Fortune 500 companies.

Over the last decade, the company has experienced rapid growth. To support the next stage of their expansion, they are currently expanding their team to venture into new verticals and international markets, including Europe, Australia, and Japan.

Opportunity:

Long-term customer success is the core of their business strategy. Their client base is growing rapidly, and to support that growth they are building a dedicated Customer Success team to proactively engage with customers, troubleshoot problems, and help drive their business forward.

The Customer Success Manager will serve as the company's product expert, directly shaping customers' experiences within their platform. You will build relationships with users, identify and solve issues, manage client change requests, and help drive product adoption. The Customer Success Manager will be the primary point of contact for their customers and users, and will work closely with their Product Development and Engineering teams to ensure the product roadmap aligns with client needs.

What You'll Do:
  • Develop expertise in company's product offerings
  • Serve as the primary point of contact between the company and their customers
  • Proactively interface with multiple levels of client management, building rapport and strong professional relationships
  • Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities
  • Translate client requests into technical and/or engineering requirements
  • Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion
  • Work with customers to understand how best to use our services and provide valuable feedback to business and development teams
  • Help clients better understand the full potential of our products
  • Act as liaison between clients and the Product Development team
  • Manage backlogs and timelines on behalf of large enterprise clients
  • Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation
  • Build presentation materials and present findings to small teams
  • Lead web-based trainings, conference calls and in-person client meetings
About You:
  • You have a "customer-first" attitude: you take pride in knowing your customers and their businesses, and you prioritize their best interests over all else
  • You speak with confidence and authority, and you enjoy conversation and client engagement
  • You are comfortable acting as a leader, proactively building customer relationships and taking responsibility for customer satisfaction
  • You are highly organized and can handle multiple daily priorities in a dynamic environment
  • You aren't afraid to make mistakes, or fix them afterwards
  • You take pride in your work and are interested in making a significant impact on a small but growing team
What We're Looking For:
  • Education: BA/BS degree, with business-oriented concentration (e.g., economics, marketing, finance, engineering)
  • Work Experience: 4+ years of professional experience, with at least 2 in a client-facing/account management role
Skills:
  • A great professional communicator, both written and verbal
  • Solid technical skills (Excel and basic SQL)
  • Expertise with PowerPoint and Salesforce
  • Proven track record of managing customer relationships effectively
  • Ability to respond to customer requests throughout the day
  • Exceptionally organized and detail-oriented (they're a data company and details matter)
  • Ability to grasp technical concepts
  • Self-motivated and proactive, with a "can do" attitude; willing to pitch in and do whatever is required
Preferred (But Not Required):
  • Candidates based in Eastern or Central Time Zones.
  • Candidates who have relevant industry experience: construction equipment rentals

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