Customer Success Manager
1 month ago
As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.
The Customer Success Manager will apply knowledge, experience, interpersonal skills and administrative techniques to ensure successful delivery of all managed and support services to Clever Devices customers. Their actions ensure customer satisfaction, fulfilment and retention. They advocate on behalf of the customer internally, communicating information and providing operational recommendations to strategic plans/projects. They will work with the operations team to forecast vehicle & solution deployment, develop preventive maintenance plans, prepare and complete action plans; implement changes, customer-service standards; assist to resolve problems; identify service trends and determine system/process improvements. They are also expected to own the communication and management of any service issue or escalation internally and externally. They are responsible for ensuring timely and efficient service to our customers. This position will be responsible for Clever Devices’s most demanding clients.
Depth of Knowledge Required
High level of Customer Success/Service knowledge with the customer facing skills to go along with. Additionally, should have a good understanding of analytics, reporting, service improvement, and general business acumen is required. Public Transit experience preferred. This position is responsible for the success of all managed and support services for assigned accounts, as well as ensuring and maintaining a high customer satisfaction across all services at all times.
Internal & External Relationship Responsibilities
The Clever Customer Success Manager regularly influences internal and external stakeholders in achieving beneficial outcomes. The Clever Customer Success Manager is the primary point of contact for assigned accounts. This position will make recommendations to internal and external stakeholders about account related issues and ensure resolution of problems in conjunction with assigned team members. This position requires proactive planning, clear communication, expert execution and team work to coordinate resources within Clever Devices to support assigned accounts. This position must regularly communicate answers to complex questions and respond to detailed inquiries regarding client issues or concerns. This position determines Customer Success requirements by maintaining regular contact with customers; visiting operational environments; conducting surveys; benchmarking best practices.
This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedure.
Manage and leverage relationships with internal and external stakeholders in order to achieve high customer satisfaction and retention.
Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired objectives
Key Responsibilities
Coordinate and contribute on weekly/monthly/quarterly/annual meetings with customers to present call and incident data, activity, utilization, trends, analysis, health, status, risks, and recommendations
Detailed understanding, reporting on, and delivery to SLA’s and SLO’s
Solicit feedback on customer satisfaction using survey, scorecards, etc.
Ensure all stakeholders are aware of requirements of maintaining high customer satisfaction
Proactive management of operational runbook for assigned accounts
Auditing the performance of the Clever Devices TAC and Field Service for assigned accounts
Review and comment on SOW development for new opportunities
Onboarding of customers to support phase
Ensure customer information accuracy across all platforms and databases
Responsible for conveying customer requirements during creation of new policies and procedures
Tracking, reporting and resolving escalations
Building relationships internally and externally
Organize and manage upgrades and other small, non-deployment customer projects
Planning, drafting, implementing and communicating Continuous Service Improvement plans
Identify and assist in additional end user training and adoption opportunities
Identify new revenue opportunities
Track and manage service renewals
Delivering customer communications and incident reports
Identifying, tracking, reporting and processing Change requests related to service
Uses knowledge of general financial and accounting principles to understand and communicate how decisions affect bottom line for assigned accounts
Work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT etc.
Continuously improve Customer Success Management process and methodologies
In depth understanding of operational service delivery key performance indicators
Strong customer orientation and ability to interface with VP level management in customer environments
Create SOPs for their position
Other duties as assigned
Clever Devices is an Affirmative Action/Equal Opportunity Employer
The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and, budget.
In addition, Clever Devices Ltd. offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.
#J-18808-Ljbffr
-
Customer Success Manager
2 months ago
Phoenix, United States Varonis Full timeJob Summary The role of the Customer Success Manager is to work with Varonis customers to drive retention, renewals, customer satisfaction, and growth. This is a high-profile, customer-facing role requiring excellent relationship management skills and technical acumen. The Customer Success Manager will work with business leaders to understand their needs,...
-
Customer Success Manager
2 months ago
Phoenix, United States StartupAZ Foundation Full timeAbout Us Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving. Our talented team is driven to disrupt the status quo in the nonprofit sector....
-
Customer Success Manager
2 months ago
Phoenix, United States Lofty Inc Full timeLofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer relationships, and efficiently manage teams. As a leader in our industry, we are seeking a highly...
-
Customer Success Manager
2 months ago
Phoenix, United States RingCentral Full timeSay hello to possibilities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human...
-
Customer Success Manager
1 month ago
Phoenix, United States FreePower Full timeAbout Us: FreePower is a fast-moving tech company specializing in industry-leading wireless charging technology. We're seeking a strong Customer Success Manager to support our high-growth sales organization. Our product, FreePower for Countertop (www.freepower.io) was just named Best in Show at KBIS - one of the most coveted awards in the industry amongst...
-
Customer Success Manager
1 week ago
Phoenix, United States Cato Networks Full timeJob DescriptionJob DescriptionWelcome to the future of cloud networking and security! Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. Cato's unique technology inspired a brand-new product category, later named "SASE" by Gartner. Cato is the brainchild of...
-
Customer Success Manager
6 days ago
Phoenix, Arizona, United States Nikola Corporation Full timeOverviewAt Nikola Corporation, we are dedicated to fostering a sustainable future through innovative transportation solutions. As a passionate advocate for zero-emissions technology, you will play a crucial role in shaping our customer experience. We believe in collaboration and the power of teamwork to achieve our goals. If you thrive in a dynamic...
-
Customer Success Manager
1 day ago
Phoenix, Arizona, United States Vix Technology Full timeJob DescriptionJob Title: Customer Success ManagerCompany: Vix TechnologyJob Type: Full-timeLocation: Remote (with occasional travel)About Us: Vix Technology is a leading provider of innovative solutions for the public transit industry. We are committed to creating a diverse and inclusive work environment where everyone feels valued and empowered to...
-
Customer Success Manager
4 weeks ago
Phoenix, United States Konica Minolta Business Solutions Ltd Full timeJob Description Overview Reporting to the National Manager - Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes...
-
Customer Success Manager
3 months ago
Phoenix, United States Konica Minolta Business Solutions Full timeOverview: Reporting to the National Manager Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes the ability to...
-
Customer Success Manager
3 months ago
Phoenix, United States Konica Minolta Business Solutions Ltd Full timeJob Description OverviewReporting to the National Manager - Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes...
-
Customer Success Manager
6 days ago
Phoenix, Arizona, United States Swift Transportation Full timeCompensation Range: $23-$25What We Provide:Competitive starting salary based on experience and geographic location.Potential bonus incentives tied to company performance.Opportunities for community engagement and volunteerism.Comprehensive Benefits Package including: 401(K)Medical, Dental, Vision, Disability, Supplemental, and Life InsurancePaid Time...
-
Customer Service Representative
2 weeks ago
Phoenix, United States Customer Labs Full timeWould you like to play a key role in supporting TrackMan's Support Team and our customers? Are you motivated, self-driven and willing to go the extra mile? Then you should join our successful TrackMan Support team! As a Tier 1 customer support technician, you will be providing an exceptional customer experience, interfacing with multiple internal and...
-
Enterprise Customer Success Manager
2 months ago
Phoenix, United States Virtuous Full timeAbout Us At Virtuous, our mission is to build better solutions and create a culture of collaboration and growth. We aim to move the needle on global generosity by making a positive impact on the nonprofits we serve and intrinsically, the world. At our core, we aim to blend philanthropy and technology into one cohesive force. Our team is made up of humble...
-
Customer Success Account Manager
1 week ago
Phoenix, United States Renren Full timeWe are on the lookout for a Customer Success Account Manager to join our growing team!Who are we?Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer...
-
Customer Success Account Manager
4 weeks ago
Phoenix, United States Renren Full timeWe are on the lookout for a Customer Success Account Manager to join our growing team!Who are we? Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer...
-
Strategic Customer Success Manager
2 months ago
Phoenix, United States Choice Hotels Full timeStrategic Customer Success Manager Scottsdale, AZ (Hybrid) Who are we looking for? SkyTouch Technology, an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry, has an exciting opportunity as our Strategic Customer Success Manager . As a Strategic Customer Success Manager, you will ensure...
-
Customer Success Manager
1 month ago
Phoenix, United States ViziRecruiter Full timeIntroduction Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. Overview What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip...
-
Customer Success Manager
1 month ago
Phoenix, United States Connection Full timeOverview: What We Do We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support...
-
Data Customer Success Project Manager
4 weeks ago
Phoenix, United States Phoenix Staff Inc Full timeJob DescriptionJob DescriptionJob Title: Customer Success Project ManagerLocation: Remote (Anywhere in the U.S.)Overview: Our data management client is seeking a highly motivated and intuitive Customer Success Project Manager to oversee and manage multiple software implementation projects. This individual will be responsible for ensuring smooth client...