Customer Success Manager

3 weeks ago

Topeka, United States Constellation Full time

Rooster Asset Tracking, based out of Topeka, Kansas, is hiring a full-time Customer Success Manager. You will play a pivotal role in ensuring our customers achieve maximum value from our high-reliability, quality asset tracking solutions. This position is critical in managing the customer experience from post-sale through implementation, including order processing, account setup, demonstrations, order fulfillment, and frontline technical product support. Additionally, you will be responsible for the support and maintenance of our Customer Relationship Management (CRM) system. This role reports directly to the Business Development Director. A little about Rooster Rooster is a Kansas-based construction technology company that has developed and produced a state-of-the-art Asset Tracking System (hardware and software). Designed for small tools, heavy equipment, vehicles, and other construction-related items, the system launched in January 2023 Duties/Responsibilities: Customer Relationship Management: Serve as the primary point of contact for customers, ensuring their needs are met and their expectations are exceeded. Order Processing & Account Setup: Manage customer handoffs from the sales team, ensuring smooth transitions for order processing and account setup. Order Fulfillment: Oversee the coordination of order fulfillment, ensuring timely delivery and setup of products. Technical Support: Provide frontline technical product support, troubleshooting issues related to hardware, software, and connectivity. Customer Onboarding: Conduct product demonstrations, training sessions, and ensure successful onboarding for new customers. Customer Relationship Management (CRM) Support: Oversee the maintenance and optimization of the CRM system, ensuring accurate data entry, records of customer interactions, reporting, resolutions, and integration with customer support activities. Customer Feedback: Gather and relay customer feedback to internal teams for product improvement and development. Cross-Departmental Collaboration: Work closely with sales, marketing, engineering, and product development teams to ensure customer success and satisfaction. Proactive Support: Monitor customer usage data to proactively address potential issues and ensure customers are fully utilizing the product. Training & Development: Develop and deliver training materials and resources to customers to enhance their product knowledge and usage. Escalation Management: Manage and resolve customer escalations, ensuring a positive outcome and maintaining customer trust. Position Requirements Required Skills/Abilities: Strong background in customer onboarding and support for technical products. Excellent communication, presentation, and interpersonal skills, with a strong customer service focus. Proficient in CRM systems and other customer management tools. Ability to work independently and manage multiple customer accounts simultaneously. Strong problem-solving skills, with the ability to quickly address and resolve customer issues. Experience in order processing, account management, technical support, and CRM support/maintenance. High level of computer proficiency (MS Office Suite, spreadsheets, reports, etc.). Ability to adapt to changing situations and work in a fast-paced environment. Preferred Education/Experience: Bachelor’s Degree in Business, Engineering, or a related field. 5+ years of experience in customer success, account management, or a related role. Strong understanding and experience with IoT technology, asset tracking systems, and CRM support/maintenance. Team player with a strong work ethic and a passion for helping customers succeed. Pay: DOE (Depending on Experience) Health Insurance: Included 401k: Employer match Paid Leave & Holiday Pay: Included Location: This position is located in Topeka Kansas, with travel as needed to business needs. If you are interested in making a difference, please join the Rooster team and become part of a fast-growing tech company that is set to revolutionize the asset tracking and construction industries Equal Opportunity Employer Constellation is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. #J-18808-Ljbffr

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